Xfinity Android app cannot clear active alarm

Hi everyone, we've had a few false alarms lately that I am unable to clear using the Home app on my Pixel phone.  I think I'm supposed to press the red shield or alarm screen when the alarm is going off, but nothing happens.  The app does seem to work fine in remotely setting and disabling the alarm system, when it's not actually going off.  But when I'm frantically trying to remotely stop the alarm before the cops arrive and before my pets go deaf, it's nonresponsive.  Has anyone else had this problem?  Am I pressing in the wrong area?  If so, it's not obvious where else I should press to clear the alarm.  Thanks!