If my camera is stolen, then it is disconnected. Lets say the thives managed to reset the camera and try to set it up another location, can this be done?

Cameras
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I’ve always wondered if the cameras were lost and or stolen. Is there anyway the support can still sign into the cloud and retrieve you videos…

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Welcome to the Forum, @orlando.dublin! :wave:

I don’t have an exact answer to your question, but there was quite a bit of discussion about this last summer, mostly prompted by this topic:

A lot of that discussion took place in a fix-it-friday topic, where the last official word I’ve seen was this:

That specifically involved Wyze saying that they’d restore the ability of a user to have access to cloud recordings if a camera is stolen and then set up under a different (i.e., the thief’s) Wyze account. Whether or not Support has the ability to access those recordings seems like a related question, so I’m also curious about an answer to that one.

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Up until the point the camera gets set up under another account, you’ll still have access to the videos. Until they fix the issue @crease mentions below, once the thief or someone else adds it to a different Wyze account, you lose access. I would not hold my breath on anyone from Wyze Support being able to get access to the footage. From what I recall in that discussion, the footage IS still there for 14 days, as if you get the cam back and re-add it to your account, the footage is once again available to you.

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I remember this being such a critical issue at the time. I guess people got over the issue or forgot about it?

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We just gave up hope that it will ever get restored. Wyze has more important things to worry about, such as adding vanity features to the app. :upside_down_face:

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I don’t know what the status is. That’s just the last thing I recall seeing from anyone at Wyze about that particular issue. Maybe when Jason is able to resume fix-it-friday we can get a status update, because that seems like one of the major issues hanging out there when Fix-It Friday was put on pause last summer.

That still doesn’t directly answer @orlando.dublin’s question about Support, but I suspect @dave27’s right about that. If Wyze Support frequently tells people that they can’t access a user’s submitted logs (which aren’t intended for Support personnel but for the developers/engineers, anyway), then I wouldn’t expect them to have any means to access a user’s cloud footage at all.

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Also it would be privacy and security issue, me think :thinking:

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Absolutely, and that was part of the thinking behind my comment, though I didn’t mention it explicitly. If anyone could access the footage, then I would expect that to be the Security Team, though based on recent discussion I’m not sure what would be a reliable means of contacting them.

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I would say YES for sure. All they have to do is a factory reset and it’s all theirs. This is why when I place cameras either for myself or friends outdoors I mount them vey high on the house. Preferably outside second or third floor windows. Somewhere that a thief is not stealing them unless they bring a ladder.