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Same exact issue with me. I haven't contacted Rivian because I don't use the key fob much at all, but all the symptoms you describe match mine.

KatyG was also my guide, and I concur. She is fantastic. For most emails, she usually replied almost immediately, and always within a couple of hours. I had one minor issue where Rivian forgot to charge the sales tax for the wall charger, and she handled it great.