Can't login to android app with my account

Wyze App
1

Hello, can you please help me
I can’t login to android app with my account , i introduce my login + password , then i get a message “we’re sorry, an unkny error occured, please try again and contact…”
see screenshot attached.

Screenshot_2024-11-02-15-49-00-064_com.android.chrome
Screenshot_2024-11-02-15-49-00-064_com.android.chrome1080×2400 128 KB

My account works , i was able to test it on ( Wyze Web Live )

I tried a lot of things, I uninstalled the app and reinstall it , i also rebooted my smartphone, i tried both wifi and mobile network.
Nothing works

An idea ?
Can you please also tell mw how can contact support.
Thanks in advance for your reply
Kind Regards

2

https://support.wyze.com/hc/en-us

1 Like
3

Thanks for the link :wink:
Unfortunately, i live in France , so i can’t call hotline number
is there any support email address , that i can use to send an email to describe my issue ?
Thanks :wink:

4

Since you are on an Android Device, try this:

  • Long press the App Icon and then select App Info
  • Go to Storage and Cache and clear the cache
  • Back out to App Info Screen and do a Force Stop
  • Restart the device
  • Try to logon

If that does not work, then in step 2 clear storage as that will force you to set the app up again.

If you have another device, try on that as well. If you get in, you may need to remove the Trust for the problem device

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5

This is how I submit tickets (so I can share details with Wyze Wizards via e-mail):

  1. Visit the Help Center: https://go.wyze.com/help[1]
  2. Click into the “AI-powered search” box in the middle of the page and enter create ticket.
  3. Click Yes, that is correct.
  4. :point_up: Repeat Step #3. (:face_with_symbols_over_mouth: UGH! :roll_eyes:)
  5. Click No, I do not like chatbots.
  6. Click This is about a product.*
  7. Click Other.*
  8. Click Create Ticket
  9. Enter your contact details and a brief issue description (include a Log ID if you have one) and click Submit.

     * Make your own appropriate/relevant choices here.[2]

It doesn’t really matter how brief the description is. Wyze’s system will generate an e-mail message to you automatically with a Wyze Ticket number, and you can just reply to that message from your e-mail client and add as much detail as you want.

  1. This might be a good one to bookmark. ↩︎

  2. I’m demonstrating my typical path. The number of steps will likely be the same and result in the identical endpoint regardless of the choices you make. ↩︎

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6

Yes! Everywhere outside of North America goes through their special “Global” support. I know they have a special email team dedicated to global support but I don’t know how you’re supposed to contact them. The website at global.wyze.com implies you still just email support@wyze.com but I don’t think that is correct anymore.

Worst case, you could follow the steps Crease listed above and do it by email that way even though you’re global and if they need to transfer you they can do it themselves.

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7

That’s been my experience, that it’s incorrect and likely should be changed. I tried sending mail there directly in September and received an automatic reply with “Unmonitored email address” as the subject and this as part of the body text:

This email address is not monitored. If you need help, please visit our Wyze Support site https://wyzelabs.zendesk.com/hc/en-us and click the Chat button on the bottom right. You can use it to troubleshoot issues, browse our support content, and contact our Wizards team directly for help if you need it.

My issues with this are…

  1. As you stated, that generic “support” e-mail address is still publicly posted, and that seems like a problem likely to lead to user frustration.
  2. Although the Zendesk URL referenced in the e-mail message redirects to the actual Wyze‍.‍com domain Help Center site, it probably makes more sense to have the visible URL show https‍:‍//support‍.‍wyze‍.‍com/ or https‍:‍//go‍.‍wyze‍.‍com/help instead.
  3. I don’t think “the Chat button on the bottom right” exists anymore, or at least I haven’t seen it for quite some time, since Wyze seems to want users to click into the AI-powered search bar in the center of the screen instead.

That’s cool information about the global support, though! :+1:

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8

Thanks for your message, i’ll try your solution suggestion and let you know
Cheers

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9

Thanks for the tuto :wink:

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10

Thanks for your message :wink:

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11

OMG THANK YOU! :black_heart:

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