Interestingly (actually, annoyingly), I noticed that when I pre-heat (starting from the phone app), the car isn't actually pulling any power from the L2 charger. (My other car, a BEV, definitely starts drawing power from the house as soon as pre-heat is started on it, but not the Outlander...) This is annoying because when you drive away, you've already used a good chunk of charge (10% -ish) from the 10min pre-heat, even though it was plugged in! A design quirk of the Outlander PHEV design, that it can't charge while on/READY...?
I though I saw on another thread that if you pre-heat long enough that it ends (30mins?), and the car goes back to sleep, then it will begin charging to top off the battery again.
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For the OP's original question, I've heard others mention to make sure the car clock and timezone is set correctly, which can throw things off...?