What happened to manage cameras in services, what is cam unlimited, support from Wyze is bad

Services & Integrations
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Has anyone else had this problem outlined in area below the dotted line. I have been bounced around without an answer from Wyze. Waste of time as they said they will escalate after the first call. This is the fourth contact on this issue. Time wasted. They don’t even read the question I have. An answer could simply be we don’t know.

Here is my latest reply sent to Wyze today. It is the same question with failed promises and answers.

Again I am responding back to Wyze to the totally off the wall response to my question.

Sent to Wyze … Please read my problem below and work on this, not telling me what the program is. Why can I not manage my cameras from the app? See the items numbered below to tell you what my problem is. I cannot manage my cameras in the services area of the app. and why does it show Cam unlimited rather than Cam Plus?

Here is the problem - The following applies to the Wyze application which we are using on four Android devices.

1. Open Wyze App.
2. Open Account on bottom right of app.
3. First issue – At the top is shows Cam Unlimited a member since 2024. That is not right – Cam Plus back to maybe 2020. What is Cam Unlimited?
4. Open Services – Again shows Cam Unlimited
5. Click on the three dots on the far side of the Cam Unlimited.
6. Second issue – no option to manage cameras

I want to fix these issues so I can manage my cameras and also fix the Cam Unlimited. That is the issue. I have uninstalled and installed thee app. to no avail. Same issue on all four of our devices.

So I want to show Cam Plus as I have told it should read and previously had and be able to manage cameras as I was told the app should provide.

Please work on these questions.

[Personal info removed]

Here is the response from support my question below which is the same question as above.

From: Support <support@wyze.com>
Sent: Saturday, April 6, 2024 4:06 PM
To: Al
Subject: [Wyze Ticket 3779155] Re: Cam Plus | License does not show in the App

##- Please type your reply above this line -##

Your ticket (3779155) has been updated. To add additional comments, please reply to this email.

40x40 Tanvi (Wyze)

Apr 6, 2024, 4:05 PM PDT

Hi Al,

Thanks for reaching out to the Wyze Wizards team! I understand you have some questions about Cam Plus Unlimited. My name is Tanvi and I’d be happy to explain!

We are currently offering a Cam Plus subscription option that includes 99 licenses for $99/year or $9.99/month. You can learn more about Cam Plus and purchase the service here.

When you purchase Cam Plus Unlimited (monthly or annual), your individual Cam Plus subscriptions will automatically be cancelled and the cameras on those plans will be auto-assigned to the unlimited plan. You can learn more about that here.

As of 10/25/23, Cam Plus Unlimited now includes our facial recognition feature, Friendly Faces! You can learn more about that here.

I hope this helps! If you have any additional questions or concerns, please feel free to reach back out by replying directly to this email and we’ll be happy to assist you further.

Thanks for being a part of Wyze!

Tanvi Services Manager

Visit our Help Center: click here
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I did not include the previous responses from support that just respond to my original question which I posted above. They must not even read the support. Does Wyze ever check the quality of their support?

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There is a known issue in the app and backend web servers that currently prevent you from managing CamPlus or CamPlus Lite. It has been ongoing for quite some time. I posted about it here:

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Hey @willitwork

What @WildBill said… :+1:

What do you see when you use a desktop browser to access this subscription management page?

https://my.wyze.com/account/services

E.g.

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I get the management screens but when I move cameras and go back in they all revert to CamPlus Unlimited.

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Fixing a bug that saves and restores values to a database is a very simple fix. Are Wyze developers (all 3 of them) assigned to developing for the SmartFocus?

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Yep, I had moved a spare from Cam Plus Lite to Standard… then just yesterday moved it to Cam Plus to experiment with its features (new to me.)

Standing pat for the moment. :slight_smile:

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image ?

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Just tested the website (my.wyze.com) and still can’t switch a camera to LIte.

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I think it’s related to this:

Wyze also says at the bottom of the services screen that they are working on something new and amazing and the beta releases have talked about migrating people to a new backend system. So, I believe a lot of this will get resolved when they finish whatever it is they are working on, but I did submit to Fix it Friday to see if they can resolve the subscription management issues as soon as possible for people or give a better update. Some people like WildBill want to be able to choose to have some cameras on CPLite instead of CPUnlimited. We’ll see what happens. I know they say they are in the middle of some changes and migration at the moment.

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Call me fickle. but it seems they shouldn’t disable functions while trying to roll out something new. Wyze should wait until the change is completely ready before disabling current functions. I assume they must have a dev environment but it seems that don’t use it to finalize app changes.

2 Likes
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Wyze claims it has regression testing in place. I doubt it.

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Transitions made via the website…

https://my.wyze.com/account/services

  1. Standard → Cam Plus - Good
  2. Cam Plus → Cam Plus Lite - Good
  3. Cam Plus Lite → Cam Plus - Fault

I lost a notification settings option (greyed-out) and wasn’t able to regain it.

Result: I cannot record general motion events (those untagged) without getting an unwanted notification for each.

v2 4.9.9.3006 | Android app v2.50.2 (442)

More

I was able to switch the spare cam from Cam Plus to Cam Plus Lite (#2) and everything operated as expected.

I then switched it back to Cam Plus (#3) and all was well except for Notifications, where I lost the capacity to choose Motion Event object types.

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This results in a notification being generated for general motion detections unless Event Recording is set to Smart Detection Events.

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I power cycled the cam, rebooted the phone, reinstalled the app and reset services:

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image707×1353 56.8 KB

without regaining the greyed-out Motion Events notification options.

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Frankly, this is my best attempt to be clear and consistent describing something that’s confusing and inconsistent.

What seems to be complicating things is that the effects of settings changes (eg changing Event Recording from ‘All motion Events’ to ‘Smart detection events’) don’t kick in immediately.

Therefore, I’m not sure that what I’ve reported is absolutely correct. :woozy_face:

I shoulda stood pat. :slight_smile:

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I have said the same thing in some back channels. :wink:

I would also have thought that such things would all be done on a different server or dev environment until it’s all ready to officially launch.

But this isn’t my area of expertise, and I’m not involved, so I don’t really know enough to do more than speculate and wonder. But I do have to say that when they are open to discussing things with me, that I have nearly always been presented with really good logical rationales, so I’ve come to give them the benefit of the doubt in general, though I am not afraid to criticize when I feel it is warranted with sufficient available information.

For now, I hope they implement whatever the changes are soon so things can stabilize. :wink:

3 Likes
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I’m in the same boat as you. Please let me know if you get it working.

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Following up on this, the Cam Plus trial ended, the cam switched automatically to Standard status. I added it to Cam Plus Lite on the website without error and it began operating correctly on that plan immediately. It appears that I would also have been able to add it via the Account > Services menu in the app.

Sadly, the bolded Result (in the quoted bit just above) did not change.

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