Tesla API is handled by the HQ... so you can't really expect local service centres to know what went wrong (if anything) and when it will be back to normal...
It's only in recent weeks that the API service has seen much down time... perhaps they are implementing some changes...
It is unfair to assume something went wrong... besides the mobile app is not something you should rely on as a substitute for the actual keyfob. It was never intended to be so.