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Unable to connect to Samsung A8

My wife's Samsung A8 has TeamViewer QS installed and she can send her ID to me.
I have TeamViewer installed on my Windows PC, which works fine to remotely control my other laptop and my Samsung A50 smartphone.
When I enter mi wife's ID, I get the message:
Unable to connect
Either your partner isn't connected to the internet or your partner's TeamViewer
isn't running yet.
Please tell your partner to check his/her internet connection or to start TeamViewer.

Why is this? I am located in the Netherlands, she in Spain and her phone is connected through WiFi there.

There is one other strange thing, when she sends the message, the ID that is included in the message is not her ID.

Any suggestions?