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
