Not able to get in contact with Wyze

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1

For some strange reason, I’m not able to get in contact with anybody every time I call. I have a long wait time on hold as soon as someone pick up the car get disconnected. I’ve been having an issue with my Wyze palm lock I’ve been emailing and trying to call but no response or replies.

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What issues are you having with the Palm Lock?

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3

Check out this thread on contacting Wyze.

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What issue are you having with the Wyze Palm Lock? I will also check and see if we are having any issues with the phones.

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Every time I walk past, it does not light up at all even the little palm or the red light. I did reset it several times still haven’t had any luck. I reset it. I’ve uninstalled it from the app added it back to the app still nothing

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Every time I walk past, it does not light up at all even the little palm or the red light. I did reset it several times still haven’t had any luck. I reset it. I’ve uninstalled it from the app added it back to the app still doing the same thing

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So the batteries are fully charged and you can access it within the Wyze app? If that’s true, then I wonder about a few other things:

  1. What have you selected in  Settings ➜ Battery Management?
  2. When you say that you “walk past”, are you getting close to the lock, stopping, and holding your hand up toward and within a few inches of the scanner beneath the keypad?
  3. What’s your Palm Lock’s Firmware Version in  Settings ➜ Device Info?

Sharing some of these details about your experience might be helpful with troubleshooting.

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Have you double tapped the screen to wake it up? Does that work?

Also, Go tot he Settings of the Palm Lock then tap on Battery Management and make sure it is set to Auto or Battery Saver Mode as those will auto-wake the lock. Extreme Battery Saving Mode requires a tap on the screen

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Everything you said yes, I’ve been all of that. The battery is charged fully.

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I did double tap and no, they don’t light up the batteries. Both of them are fully charged. I make sure of that.

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I would remove both batteries and wait for about a minute or more, then connect it again. I would then follow up with doing a Calibration on the lock. After that, I would try again.

Worse case, remove it from your app and then set it up again. It is possible that something is not fully connected or the lock may be faulty.

As asked by @Crease above, What App Version are you using and what is the Firmware version of the Palm Lock itself.

Thanks

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I’ve done everything took both batteries out App 3.8.7 (3) deleted it from the app everything you all said try I’ve done it

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We have escalated this to Wyze for you. I am being asked if you can provide the Mac Address of the Lock. If you would like to DM it to me, I can pass it on for you

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I’m having difficulty making sense of that response, because it doesn’t actually answer the questions I asked.

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I am new to doing the forms. How can I send you a message?

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Click on my Avatar and then select Message

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Not seeing message after clicking on your avatar

I did try to call. I was talking to someone else one point. I did receive an email and I was asked to send in some information but no one has gotten back to me. I still have that ticket number. I’ve been trying to follow up what I have had no luck.

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When you click on the Avatar (My Picture) you will see this, Note, I clicked on yours. Notice the Blue Button for Message:

image
image903×211 19.1 KB

EDIT

Try now, you should be able to see the Message option.

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Sent

now if they were to do a refund for me to a gift card that would be perfect and they can email me the gift card

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Thanks,

Passed it on to Wyze.