I recently upgraded to the Cam Unlimited Pro subscription specifically for the AI features. I was extremely surprised and disappointed to find that my home monitoring service was deactivated without any warning. I was never informed that subscribing to Cam Unlimited Pro would cancel my home monitoring subscription. These seem like completely separate services – one monitors my cameras with AI, while the other provides critical home security with physical sensors. I rely on the door sensors for my family’s safety, and the sudden deactivation is unacceptable.
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Wyze posted this online:
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Well, that sucks. At first I was just disappointed that cam unlimited Pro did not include HMS with it. But then defined that it actually cancels It is disappointing. That might be a deal-breaker for me. The big problem I have with that is the following:
- when we lose HMS, we lose a lot of functionality with the sensors. We can’t even turn on or off the sensor entry chime because that’s locked behind the HMS subscription. SO now if we upgrade to cam unlimited Pro, we’re stuck with new sensors. Always chiming when we don’t want them to or possibly in some cases some sensors not chiming when we want them to, and having no access to the settings to change that.
- Even though cam unlimited Pro will eventually have security features built into it similar to cam protect, The problem I have with this is that it really only works well when you’re away from home… 95% of the arming my alarm system I do is for at night when everybody’s still home and might roam around the house to get something to eat or watch TV or Go to the bathroom or any number of other things. So if I arm and indoor camera, it will continually go off while people move around the house at night. In those cases, I only want to know if somebody opens an outside door or a window. I don’t care if my family is moving around the house inside. So HMS is perfect for that. I would love having the cam protect type of security when I’m away from home, but not so much for arming when everybody is at home at night and roaming around the house.
This might be my biggest disappointment with the new service… It’s understandable that it doesn’t include HMS, but it’s really disappointing that it’s completely incompatible with HMS. I might pass on it for that reason alone. 
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This is what I just sent them.
I’m writing to express my strong dissatisfaction with the recent rollout of the camera and AI features. While the features themselves appear promising, their placement within the “Monitoring” section of the app is a significant misstep and creates a confusing user experience.
Frankly, it’s baffling why these features are tied to “Monitoring.” Cameras and AI analytics have no direct correlation with an alarm system or professional monitoring services. The logical placement would be within the “Events” section, or a dedicated “Camera/AI” section.
This poor design choice is actively preventing us from subscribing to these features. I’m ready to pay for the added value they offer, but your app’s organization makes it impossible.
This needs to be addressed immediately. A simple reorganization within the app would significantly improve user experience and encourage adoption of these new tools. I urge you to reconsider this design choice as soon as possible.
It’s ridiculous that they’re trying to tell me these two things are the same! A sensor on the door actually tells you if it’s open or closed. AI watching a camera has to try to figure it out, and what if it gets it wrong? It just doesn’t make any sense.
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Thanks for sharing. For what it’s worth, I believe that the new unlimited Pro service is actually going to include professional monitoring at some point in the future. There is another comparison support page that indicates that is coming. I believe that’s why JR doing some of this in the monitoring tab because they do plan for it to be a monitoring service similar to their cam protect subscription. And the way that works is it will have indoor cameras, watch entry and exit areas for a person, rather than weather the door opened. Is it can see even if somebody comes through a window or some other unexpected way in. Downside in my opinion is that it will sound the alarm if someone in my family ends up walking around the house to go to the bathroom to go grab something to eat, or to watch TV in another room because they couldn’t sleep. The HMS wouldn’t do that because my family isn’t opening the entry doors. The other downside is it doesn’t work with a keypad or anything, so my kids without phones can’t stop an alarm going off because they went to the bathroom. Or guests are basically locked in their room or I need to give them access to my security system.
Personally, I can’t fathom why the HMS is not compatible with cam protect or this new cam unlimited Pro. Why don’t they just make an automationer rule that when one is armed the other gets armed the same way or when one is disarmed the other is disarmed as well. I do this exact thing in home assistant so that I can link other alarm systems with my Wyze HMS too. I just have them match status so that if one is armed or disarmed it does the same thing to the other one at the same time. If I can do that with complete 100% third party platforms to link Wyze to something not even related to Wyze, I Just don’t understand why it has been multiple years now and they still haven’t figured out how to do that on their own internal platform with their own service that they have. I’m sure there are things I’m not aware of and don’t understand related to this, but if I can link their system to completely external outside systems to match, I really don’t understand why they can’t do it with their own systems internally. That’s all I’m saying. Even something as simple as a rule or automation that makes the security status match between them at all times. That seems like an easy solution that anybody could do. I know because I’ve done it with their system through the 3rd party API access. They should seriously just do the same thing. If there is a GUI issue for the monitoring tab, then add a toggle at the top that lets people switch between the cameras and the sensors gui and proof, no more problem with that either.
Again, I may be oversimplifying things since I don’t have access to their source code or anything. But these all seem like reasonable and possible solutions.
I hope they hear your feedback. If employees talk to me about the cam unlimited Pro rollout, I will definitely link them to your above comment. I may end up messaging it to some of them anyway, eventually. If you can’t tell, I’m very much opposed to the HMS incompatibility. I will for sure be supporting your stance. 
I really like when other users bring up issues that I strongly agree with like this. In some ways, I think it holds a lot more weight than I do as a volunteer, since I’m not a typical representative user, so I love to be able to show them when other people feel the same way. Your message may give me some leverage in my new quest to get them to understand why this should be viewed as important.