Have you updated the APIM firmware to MY18.5+, if it is an older Sync 3 unit. If it came with the vehicle, it will need to be updated. It is possible to use the older firmware but there are restrictions. You have the latest firmware for the TCU.
APIM & TCU Files and Programming 20220108.pdf (511.8 KB)
You can see the part number in the FORScan Modules Status page or thru the bezel diagnostics like below.
