SyncUp Watch audio messages dont play on my android samsung

Granddaughter just got a new SyncUp Watch.  i sent her an audio message - she can hear it.  she sent me back an audio message and when I click on it, I can hear one audible click, then nothing.  I have read several issues in this group about audio files not playing on the ‘sent’ phone - but from a year or two ago.  Is this audio issue still a problem?