Getting Friendly Faces enabled on an account that had Friendly Faces before

Services & Integrations
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I have had open tickets with Wyze since Dec 2025 about getting Friendly Faces to work. They keep saying engineering is looking into the problem, but nine months later, it’s still not resolved. My Michigan address has been confirmed to work, and Friendly Faces is available here. We know that to be the case because I set up a second account with the exact same address using the same phone and the same app, and just logged into the new account, and Friendly Faces works just fine. Log back in to the old account, and Friendly Faces can’t be turned on.

When I first try to enable Friendly Faces, I can see a list of names of friendly faces that have already been defined. Then, after a moment, I get the message that this is not available in your location. I even sent a video of the startup when enabling Friendly Faces to Wyze support. There, you can pause the video and see all the names of family members that had been defined in Friendly Faces.

And while Friendly Faces is not working, I do get messages when I use the enhanced descriptions that include the names of people who were defined earlier in Friendly Faces.

I really think this is something specific to this account. Wyze support, at one point, downgraded the account back to free, then had me delete and reinstall the app on my phone, log in, and log back out. And then they upgraded the account back to Cam Unlimited Plus, and when we tried to enable friendly faces, we got the same behavior

I’ve also tried changing the address to other addresses here in Michigan, and that’s had no impact. And I’ve used valid addresses in other states where friendly faces is enabled, and it still didn’t work.

I had used friendly faces in the past, but it downgraded the account. I upgraded the account back in December to Cam Unlimited Plus ( CUPL and ever since, I have not been able to turn Friendly Faces back on.

Wyze support has had me go through all sorts of tests using different cameras, phones, application versions, even testing on iOS and Android, and performing multiple updates to different cameras with no change.

This doesn’t seem to be related to the phone or the app, or to the cameras, which seem more specific to my account.

Support can’t tell me whether anyone in engineering has actually looked at the problem or at my account to see why friendly faces can’t be turned on.

Wyze keeps telling me that the problem is being worked on by engineering, but when I asked for specifics as to who’s working on this at engineering and what they’ve found so far, they told me that they don’t have any way to contact engineering. So I asked how they know that someone in engineering has or is looking at this problem, and the only thing that they could tell me was that I just needed to wait longer

I know others have had this exact problem. Any tips or tricks on how to resolve this, or what Wyze did to fix the problem for you, or who to talk to or escalate the ticket at Wyze would be greatly appreciated. Thanks

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Welcome to the Forum, @SteveYpsi! :wave:

If you feel comfortable sharing your Wyze Ticket #(s) here, then please do so and I can try pinging someone at Wyze to look into this. If you’d rather send them via PM, then please feel free to reply here (if you @Crease me that’s a better way to get my attention) and I can take a look at your profile and see about bumping your Trust Level to allow that (it’s usually an automatic addition to your permissions when you achieve Trust Level 1 by spending time here in the Forum).

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I am also having this issue. It’s super annoying to get constant notifications every time I go outside.

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Hi, @Crease I appreciate the help.
Ticket [Wyze Ticket 4915474] Re: Wyze Cam Unlimited Pro | Friendly Faces not Working
It was recently closed, and it shouldn’t have been. This is the third time it has been closed while still unresolved.

I live in a free state where FF isn’t blocked, and I confirmed with Wyze that Michigan and New Mexico are permitted states.

When I go to Account > Wyze Intelligence > Friendly Faces, I can see the FF screen and the family and friends I defined the last time I had FF turned on. Then, a second or two later, a message pops up saying FF isn’t allowed in this region.

Weirdly, if someone who is already defined in FF pops up in a video, FF kicks in and correctly identifies the person by name. So FF is partially working on my account, but I can’t enable it via Account Settings or manage existing or new faces.

That sounds like a rights or account-config issue. We did a test: created a new email address, used the very same address in Michigan, and FF worked perfectly. But it won’t work on my existing account, and since March, no one at Wyze has a clue why.

What is really wild is that they tell me Engineering is looking into the problem, but then support later admitted they have no way to know whether Engineering has actually looked into it, and they have no way to contact anyone in Engineering. So far, all requests to have the ticket escalated to a manager with the secret decoder ring to contact Engineering have been blocked by the 1st-level support techs.

Any insight or help is greatly appreciated

Steve Pierce
Ypsilanti, Mich

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This is the same exact issue I am having and my ticket has also been closed 3 times.

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@StevePierce, thank you for the ping and the Wyze Support Ticket #. I don’t have a direct line to engineering or upper-tier support, but I’ve notified a community manager who has the ability to look into this as an actual Wyze employee, so hopefully we can get some information for you.

I can’t speak for Wyze Support, but I’ve often been disappointed by the messaging from them. I have no idea what direct contact they do or don’t have with the engineers, but the way they describe things to end users often strikes me as incomplete and of limited value.

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Thanks @Crease. I appreciate you nudging someone inside the wall who can take a fresh look at this. I really appreciate your help!

Right now, I am hitting a wall with Wyze support. The support agents are completely target fixated on the idea that this needs a future app update. But after all my testing, I am convinced it isn’t a bug in the app or camera firmware at all. It is a specific profile issue with my legacy account data on their servers.

The real struggle is that tech support says they have no way to contact engineering, and neither do managers, so escalating to a tech support manager won’t help. I asked tech support: if they and their managers have no way to contact engineering after the initial ticket was sent, how did tech support share the subsequent screenshots, test cases, and log files over months of troubleshooting?

The support team responded, “Oh, we can send them stuff, but we can’t call engineering or get any response or follow-up from engineering. Nor can we ask them the status of the ticket; we have to wait for engineering to respond.”

I asked how they were so sure engineering was still looking into the problem 5 months later, after the ticket was improperly closed three times. Could it be that engineering doesn’t know the ticket is still open and hasn’t seen the additional testing and documentation? The agents were sure engineering had that extra information, but they had no way to confirm engineering received it or that the ticket was still open.

Strange way to run a railroad.

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I’m posting here because I have reached the point where Wyze Support is, in effect, declining to pursue a resolution for an account issue that appears to be incorrectly blocking Friendly Faces.

Friendly Faces and Cam Unlimited Pro have not been working correctly on my account. Wyze has confirmed that Friendly Faces is available in Michigan, where I am located. However, my account repeatedly behaves as though it is located in a region where Friendly Faces cannot be enabled.

I have worked through the standard troubleshooting steps with Support, and I appreciate that the individual agents have tried the steps available to them. However, those steps have not resolved the issue, and Support is now unwilling to escalate the ticket to a manager, Engineering, or the development team for an account-level review.

This is now the fourth time a ticket for the same issue has been closed, including after I was told it would not be closed while the problem remained unresolved. Wyze will not reopen the prior ticket, so the current ticket number is 5221495.

The behavior strongly suggests that this needs more than basic troubleshooting:

  • Friendly Faces briefly began working on September 22 and 23.

  • During that time, I could remove older faces, move faces into Family, and categorize new faces.

  • On September 24, Friendly Faces stopped working again.

  • It now displays an error indicating that I am in a blocked area, despite Michigan being a supported location.

  • When I asked what changed during the two days it worked, Support said it did not know and had no way to determine the cause.

The issue is not simply that Friendly Faces never activated. It starts working, replaces or displaces the existing Friendly Faces data, and then shuts down again with a location-blocking error. That pattern makes it especially important to determine why my account is being flagged incorrectly and what caused the feature to function temporarily.

Earlier communications said Support was waiting for information from Engineering. The most recent response says that no one can look further into the account, that Support cannot escalate it, and that the only option is to wait and hope that a future update fixes it. I do not think that is a reasonable resolution when the issue appears to be a potentially correctable account or regional-eligibility flag.

There is also confusion about Cam Unlimited Pro. Support has stated that it issued a full refund and left Cam Unlimited Pro active so I can decide whether to renew next year. I never requested a refund, and the refund I received was only approximately half of the $199 subscription cost. More importantly, a refund does not address the issue I asked Wyze to investigate: Friendly Faces should be available in my location, but my account is being blocked.

I am asking for this issue to be escalated to someone who can review the account-level location or feature-eligibility settings, determine why Friendly Faces worked briefly, and correct the erroneous blocked-area status.

Steve in Ypsilanti, Mich.