I was robbed & my insurance thinks it was fraud because Wyze doesn't work

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My computer, cameras, PS5 & more were stolen because my Wyze lock didn’t function & instead actually unlocked without me knowing it.
Fortunately I have 5 Wyze cameras in 3 variants.
Unfortunately, I can’t access any of the footage (if there is any) because of the app not allowing it & in spite of paying a monthly fee for an upgraded experience.

To add tragedy to an already difficult situation, my insurance claim was rejected for fraud; I have no video, my door was literally unlocked, & understandably they don’t think it’s a coincidence all of the security cameras in my home were non-functional at the time.

I understand there have been app issues, & while patience is a virtue, waiting for a fix does me no good at this point outright. I’ve removed the Wyze locks out of pure fear for my family, but I’m still in complete disappointment & total disarray & I feel completely stuck.

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There is nothing in your Events for when people were coming in your house? Those are not stored on the Camera.

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There are no events; nothing is accessible. As I said, if there is any saved footage, I cannot access it to share with the insurance company or police.

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I’m sorry to hear of your struggles.

Keep in mind in the future that an insurance claim person’s job is to find any ostensible excuse to deny claims. Never give them more information than they need because it will always be used against you. Telling them something like your lock was unlocked or you have cameras but they didn’t capture anything will always be used against you if they can.

If you can dispute this, I would counter to them that it’s common and easy nowadays for thieves to use jammers and deauth broadcasters which prevent the cameras from uploading security footage to the cloud and claim this is the reason you believe there is no footage during the time they were there

The lock things is weird though. I don’t know how you have it setup, but it should autolock even if they jam it. The only exceptions I know of would be if the battery is dead or you are home and the auto unlock is triggered. I’ve had the locks for years.

You should always have SD cards in the cameras as backup for network issues or jamming.
If you do have SD cards in them, then the footage will still be there, you may just have to remove the card and look it up manually on a computer.

It is a little weird that all of your cameras stopped working at the exact same time. This implies that you either have some kind of an Internet issue (low bandwidth, bad router, low signal, signal interference, etc) or got jammed. I have over 50 Wyze cameras and mine almost always work unless there is a massive public AWS outage.

I know the majority of burglaries are perpetrated by family, friends, or neighbors of someone in the household, and the majority of the them are by teenagers and desperate drug addicts. So there is a good chance it was someone who has been to your house before, which implies they would have known about the cameras and known to use a jammer or deauth tool. So it’s not surprising you don’t have cloud footage. I would really try to counter their fraud conclusion with the jammer and deauth angle if it were me.

I’ve got a question though, what does your lock log show? I struggle to believe it randomly unlocked or didn’t autolock. Does it show they used the front door?

If you have no camera footage, are you sure it wasn’t a family member or the friends of one of your kids or something? That is a common thing.

Either way, I hope you can dispute their conclusion. In the future don’t give them unnecessary details they can use against you. It’s their job to try to deny your claim and save their investors’ profits. They are absolutely not in your side, as we can see.

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Were your Wyze cameras stolen? If so, if the robber adds those Wyze cameras to the robber’s Wyze account your Cloud videos will disappear.

Other Wyze users have complained about this.

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The locks simply didn’t auto-lock. They do not function through the app or any shortcuts anymore, nor do the cameras in the app.
Coincidentally, I had changed the batteries in my Wyze locks over the weekend, confirmed the battery level was 100%, recalibrated the locks & confirmed their functionality in the app & through shortcuts on my Wyze Watch. The Wyze Lock logs shows the locks being unlocked & they simply did not trigger the automatic lock after the regular half-hour of time like I’ve become accustomed to is all.

I do not have SD cards in the inside cameras, unfortunately, as after a few years with my first Wyze cams the software was so good I didn’t elect the extra expense for the new cameras I put inside; I just didn’t think it was necessary.

They may have used a jammer, that seems certainly possible, however to be clear the issue is the app simply doesn’t function; the products all seem to work, I simply can’t use them to be functional or recover the data or footage. The cameras didn’t “stop working at the same time,” so to speak, but rather no footage is recoverable for the last few days as none of the products are functionally accessible from the app itself which is the only place where all the data can be accessed. When I try to access the locks, for example, the app blinks & says “it may have been deleted,” & the cameras all show “The camera info is null!” when I try to access them, & consequently the events page shows “No Events Found” including on days I can confirm I had previously reviewed events saved in the cloud.

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No cameras were stolen, for what it’s worth. I’ve power-cycled them all since & they simply are not accessible in the app.

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Try uninstalling the application and reinstalling the application. I’ve seen this a few times recently. You will not lose any data but it will clear out the bug that is preventing you from seeing things.

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Wyze is a gadget company and not a certified security company. (They contract security out for service, if you pay.) This is why I never trusted a gadget to protect my home. Specially in the case of door locks, gun case locks and cameras facing into my house. Some have been lucky, but I don’t like the odds.

Sorry to hear, but maybe your experience can be a lesson to others.

I use the cams for notifcation and mostly for fun and convenience. I wouldn’t use Wyze to defend Ft. Knox, so I definitely would not rely on them for true home security.

Insurance is unfortunately a legal scam that you need just in case they payout. Sad, clown world we live in.

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