I am completely disappointed with WYZE. I bought a camera in 2022 and no one told me about all the problems I could have. Since 2023, I haven’t been able to use the device, simply because I changed my cell phone, and my account remained linked to a number I no longer have access to. I have contacted customer service and all they tell me is that they can offer me a $10 discount if I buy a new device. As for the old device, they say I can’t use it, that I should keep it as decoration or for spare parts. It’s unbelievable. According to them, it’s for security reasons. But I’ve never heard of security reasons harming the owner of the device! Anywhere else, there are several options to recover an account, or at least the possibility to change the associated phone number. Not at WYZE. The only solution is: buy again. They are the worst company of this kind I have ever known. I will never buy WYZE again. And I suggest anyone interested to think twice. It’s a real scam.
This security restriction on the old Outdoor (with base station) models was requested by users years ago due to camera thefts.
The newer camera models do not have that limitation on them.
Unfortunately if you can’t gain access to the old Wyze account, there is no way I’m aware of to unlink the cameras and reuse them on a new account (in fact attempting to do so will turn them into bricks that nobody can ever use again).
If you still have access to the email, maybe one of the mods or wyze employees can help get the 2FA reset or tied to your new number so you can regain access to that account.
Thanks, Dave. I spent the last 3 days talking with them. They don’t have any solution. They can’t help you to reset the 2FA. They just said: “I am sorry for the inconvenience, buy a new one”.
My 2FA is set to my email but from what I remember they offer phone too.
Yeah offshore support is good like that.
I can’t guarantee anything but maybe @Mavens know a better contact/way. Since you still have access to the email account, that should help prove your identity.
In the meantime do not try to reset the cams or anything like that.
When it brings up the 2FA does it give you the option of using email instead of phone? I know some sites let you choose but I don’t have phone on my wyze account.
Which wyze cam model is this?
Based on the tag, Outdoor v2, which as far as I know is one of the ones with the account lock.
Your phone number? How do you log in with your phone number? I didn’t know this was possible now. (Unless you just meant the 2fa code)
I’ve always had to use an email address or else a platform passport (like Google passport) to log into a Wyze account.
Either way, I’m pretty sure your Wyze account should be tied to an email address, The email address even used to be the database table’ primary key for a long time, and I think even up through at least sometime last year, they had some issues about services being tied to the email address instead of an account number, so some people when they changed their email address on their account. Their services didn’t fully transfer over and had to be manually moved. I think they fixed that, but I know that at least up through last year and email address was critical in their database. Are you sure you don’t have an email address tied to the account? And then it was my understanding that they can always send a multi-factor authentication to the email address on the account. I thought they had previously said they were going to keep that as a backup way to get an MFA code .So it shouldn’t matter if you switched phones or phone numbers as long as you still have your email account.
Companies are now very. careful about changing authentication routes. Too many scammers and hackers and people with bad intentions contact companies and tell them this exact same story to try to get the company to give them access to an account. They just lie and say They changed their phone number for their email address and the company now needs to update it for them. Then they steal the account from the real account owner. This is actually happened multiple times through social engineering manipulations. So now a lot of companies have very strict policies to not allow this to happen. You need some way to closer to absolutely prove you are who you say you are and aren’t a scammer pretending in order to trick them into giving you access. If you don’t have the same phone number anymore, you should be able to contact them through the account email address still. Make sure in the future that you have multiple ways to access the account instead of a single point of failure.
Hopefully the email option of available to you for recovery of your account. Unfortunately, The only way to recover a wyzecam outdoor model is to access the account it is set up on and delete it from the account while the camera is actively working. If the device stays on the account, it can never be set up anywhere else, and if it is deleted from the account while it is offline, it gets locked up forever and permanently bricked and nobody can ever restore it, not even Wyze. This is an intentional security anti-theft feature to make it worthless to steal Wyze outdoor cameras. A lot of people intentionally buy them for this reason. They’re totally worthless to thieves. On the downside, if the owner ever lose access to their Wyze account, that model is worthless to the owner after that too.
Anyway, see if they can send it to the email. I was pretty sure they said something about how 2fa to the confirmed email address would always be available as an emergency backup if needed. I would push for that angle.
I have access to my email account. But I still should have access to my old phone number, because email is not enough for Wyze. They send a code to the phone number registered in your original account. I tried creating a new account, the phone number in the system is still the same. My camera is a V2. Model WVODB1. The base station is associated with my previous account. Apparently, there is no way to delete that and associate it with my new account.
Of course. I’m referring to the two-factor authentication code. I have no way to access my old account or remove its association with the Base Station without that code. My email is not enough. I do have an email associated with my account, but I can’t log in with it. It always asks me for the 2FA code. They say they can’t do anything: they can’t send me a way to log in by email, they can’t delete the old phone number, they can’t change it to a new one, and they can’t reset the Base Station so I can use it with a new account. I completely understand the issue with scammers and the need for companies to have ways to authenticate users. However, this is insane. I can prove in a thousand ways that I am who I say I am. For starters, I have the original email I used to set up my account. But I can also send any information they want: driver’s license, passport, I could even do a Zoom call. But they don’t accept anything. I’ve already tried everything by email and chat. They only offer me a $10 discount if I buy new products from them. I will never buy from them again.
I will have to try to do some research on this issue for you. I was pretty sure that when they implemented MFA that they almost guaranteed us that email would be an option for MFA no matter what. I could have sworn there were some people complaining about that because email is often not encrypted or secure and could be intercepted in various ways, but they were going to force that as an option for account recovery in a worst case scenario situation even with the complaints. If I can find some of that reference implying that, I will see if I can escalate that to some of my employee contacts that are above the regular support personnel and see if there is anything they can do about that for you. I definitely can’t make any promises. Obviously, I don’t work for Wyze. But If I can find any references to backup my memory, that email is supposed to always be a recovery option for MFA, Then maybe we can get somebody to help resolve that. I’m sure they would have to talk to Wyze Cyber security team to manually push the 2fa code to the verified email registered to the account, But there is probably a small chance of recovering your account.
I’ll try to run some searches when I get back to my computer (I hate doing research And advanced searches on my phone) to see if I can dig up sources about that. Or if anybody else beats me to it and finds the old announcement threads or help articles referencing 2fa and email that would support this, please Post it to save me some time. 
For some reason, I feel fairly confident that I remember they are supposed to allow email recovery if the other 2fa methods are not currently functional. But it’s possible they changed this policy because of all of the people complaining about the security risk of someone hacking their email which is a lot more common than other methods. But it’s an angle worth exploring. I’ll set a bookmark timer to remind me to look into this more when I’m near my computer. 
Thank you very much for your message and for your time. I really hope you’re right! Tomorrow I’m leaving my house for a few months and I would honestly feel safer if I could leave the camera activated. Just to clarify my situation: I’ve managed to create a new WYZE account, but the Base Station is still associated with my old account. And there’s no way to remove it unless I log in to my old account. And to access my old account, it always sends a code to an old phone number, which I haven’t had access to for 2 years. Thanks again, I’ll be watching for your message.
By the way, for when I do potentially need it, can you post your support ticket number for me to be able to reference to other employees if/when I reach out to them about the email 2FA code topic? Don’t post any other personally identifiable information in here at all, just any support ticket number related to this issue should be sufficient for any employee I may try to reach out to.
Sure. Here is the ticket number: Wyze Ticket 4725702. THANKS!!
@sebasbaires It looks pretty clear to me that they conclusively state that losing your phone/number should not prevent you from accessing your account 2FA through email. As stated in their own Support article FAQs:
You are telling me that you still have access to the email-address/email-account, right?
In that case, their own documentation clearly states you can regain access to your account using your access to your email. If someone in support is telling you no, then they are either misinformed, or Wyze made a policy change without telling anyone. I will escalate this issue for you because that documentation from their own support documentation is pretty conclusive IMO. Support did not handle your situation according to published policies.
Again, I don’t work for Wyze, so I can’t give you any solid promises other than the fact that I will absolutely pass this on to some employees for you and ask them to resolve this per their official public policies.
Thank you for your courteous clarifications.