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Can chat but cannot remote connect (Android -> Android)

I have my mom living in a different country able to install the Teamviewer and the quick support app. She is able to install the quicksupport app and start it from teamviewer and it shows as running. Then i added her to my account and is able to chat. But then i am not able to connect to her phone, neither using the partner ID not via the connect option under "computers" tab. What is the best way to diagnose this further? The error message i get states the partner is not accepting connections.

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