Shared User Login Issue

Wyze App
,
1

Hello ,

One of my shared users is experiencing a persistent login issue. Here are the details:

  1. Problem:
  • After entering valid credentials, the user sees a “Login Successful” message and is briefly redirected to the homepage.
  • The system then immediately returns to the login screen.
  • On subsequent attempts, the error message appears:
    “We’re sorry, an unknown error occurred. Please try again and contact customer support if this continues.
    Request Id: 56b724ed-6946-49a3-9e06-1a7b0b6edfc9”
  1. Troubleshooting Steps Taken:
  • Reinstalled the app (uninstalled and reinstalled).
  • Ensured third-party cookies are enabled in Chrome.
  • Cleared browsing data (cache, cookies, history).
  • Tested multiple login attempts with the same result.

The issue persists despite these efforts. Could you investigate using the provided Request ID and advise on next steps?

Thank you for your assistance.
Chris

WhatsApp Image 2025-03-11 at 9.11.57 PM
WhatsApp Image 2025-03-11 at 9.11.57 PM921×2048 60.2 KB

[Mod Note: Post moved to its own topic for better visibility]

2

Welcome to the Forum, @cip378! :wave:

Since this is primarily a user-to-user support community, I wonder what Wyze Support has said when you contacted them. That would be my first stop, since we in the Forum don’t have access to records like in the error message you’re seeing.

This is how I prefer to submit tickets (you can click/tap to expand this):
  1. Visit the Help Center: https://go.wyze.com/help[1]
  2. Click into the “AI-powered search” box in the middle of the page and enter create ticket.
  3. Click Yes, that is correct.
  4. :point_up: Repeat Step #3. (:face_with_symbols_over_mouth: UGH! :roll_eyes:)
  5. Click No, I do not like chatbots.
  6. Click This is about a product.*
  7. Click Other.*
  8. Click Create Ticket
  9. Enter your contact details and a brief issue description (include a Log ID if you have one) and click Submit.

     * Make your own appropriate/relevant choices here.[2]

It doesn’t really matter how brief the description is. Wyze’s system will generate an e-mail message to you automatically with a Wyze Ticket number, and you can just reply to that message from your e-mail client and add as much detail as you want.

A few other thoughts:

  1. I’ve seen similar errors when I’ve tried logging into Wyze Web View on a PC, and usually I’ve been able to just close the tab and/or browser window and try again and have a successful login on the subsequent attempt. Given what you’ve shared, I don’t think that’s going to be a fix for you. I’m just saying it to note that Wyze’s authentication system sometimes throws these errors for reasons I don’t understand.
  2. I’d consider trying a different browser as your (your shared user’s) default, at least temporarily, to see if that gives you a better result. I also use Android, and my default browser is usually Firefox or Firefox Focus, though I’ve also logged in with Opera. Note that using a different browser may require ensuring that the browser’s settings are correct for allowing the authentication handoff from the browser back to the app. Wyze has a Help Center article specific to Brave, and other browsers apparently have similar settings.
  3. Although you’ve already done excellent troubleshooting, I’d also consider pulling a fresh profile copy from Wyze’s servers, just in case some corrupt data remains on the device even after uninstalling/reinstalling the app.
This is how I would get a clean copy of my account profile/settings on Android (click/tap to expand):
  1. Clear the in-app cache: From the Wyze app’s home screen, navigate to Account ➜ App Settings ➜ Cache File Size ➜ Clear.
  2. Navigate back one screen to Account and tap Log Out at the bottom.
  3. Swipe the Wyze app out of the running Android apps.
  4. Long-press on the Wyze app’s launcher icon (on the phone’s home screen or wherever you tap to initially open the app) and then tap App info in the pop-up menu.
  5. Tap Force stop on the App info screen (may need to tap OK to confirm) and then tap Storage & cache.
  6. Tap Clear cache and Clear storage on the Storage screen.
  7. Back up one screen (back to App info) and then tap Open and proceed to log back into your Wyze account/app. (Optionally reboot the phone at this step for good measure and then launch the Wyze app after the fresh boot instead of relaunching it immediately from this screen.)

Note: I don’t know what the options would be for modifying these steps on iOS since I don’t use that platform.

Since you’re currently unable to log into the app, skip steps 1-3 above. The main goal with this is to blow away any data currently associated with your Wyze account/profile so that authenticating should prompt the app to pull down a valid profile copy from Wyze’s servers.

I hope at least some of that helps. Please let us know what other questions you have or if you have a successful resolution that can benefit others in the community.

  1. This might be a good one to bookmark. ↩︎

  2. I’m demonstrating my typical path. The number of steps will likely be the same and result in the identical endpoint regardless of the choices you make. ↩︎

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