Why is support not getting back to me?

Is anyone else having issues getting support to get back to you? I’ve had a case open for a couple of weeks and support just randomly stopped communicating. I’ve written back several times to get a response and got nothing. I opened another ticket and yet again no response. What is going on and how do I get this resolved? I’m so upset and disappointed in a company that I’ve been very happy with and loyal to…until now.


Welcome back @jkamerson!
Do you have a ticket number? I may be able to get it looked into.
I would also highly suggest calling with your current ticket number.
Available Monday - Friday 5 am - 6 pm PT and Saturday 8 am - 4 pm PT

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Thanks for the offer. Ticket #'s 1020571 and 1047339. I haven’t seen a phone number. If you could reply with the phone number, that would be great.

Thank you!


Definitely try by phone first:
(206) 339-9646
Let me know how it goes!


20 minutes on hold and no one picked up. I’m more frustrated. If you could help it would be great. I am now rethinking my order for the home security if direct support has gotten this bad.

Sadly, it’s a common complaint.

Would you mind seeing if you can get some response to my tickets?

Thank you!

Apologies for the many questions, but what is the exact issue?
Warranty claim/defective product?
General support question?

It’s a refund request. Hey did reach out to me tonight but gave excuses and said this would be processed so, I’ll give them a couple of days to see if anything actually happens. I’ll keep you posted.

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Up until my latest support issue, Wyze has always been very responsive in dealing with the issue and resolving it. Until now. Started a chat session last week that went on for almost 25 minutes before the support person asked if we continue the discussion via email. While I thought that was strange, I agreed. A couple of hours later I got an email from the support person asking me to move the camera to a different spot. He had already asked me to do this during the initial chat and I told that was impossible because the camera was in another state. I didn’t hear back from support until over 48 hours later with a short email telling me an agent would be with me as soon as possible. Now, 3 days since the last email, I hear back from the original agent. And what does he need me to do? You guessed it…Move the camera to another spot. It’s the same agent asking the same questions over and over. Is it possible to request a different agent respond.

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He can’t get beyond that part of the script until you say yes, so, say you moved the camera I guess.
It really doesn’t matter how you answer, they’ve proven they aren’t really listening.

Welcome @SteveFitz1!
Try calling with the number above.

That was the first route I tried. I waited and waited and waited on hold before giving up. I then tried the Chat route. Got to an agent much quicker, but, as I mentioned earlier, it’s gone on for almost a week and nothing has happened to address my problem. :disappointed:

Try calling again. Also, do you have a ticket number?

After exchanging now 14 emails with support since 1 March 2021 the last response I got was 3-6-21. Then I got another email that states something about not responding to my ticket due to COVID ??? I already have 14 emails with support without a resolution. TICKET #1076859 and yes I am Pi$$ed. :slightly_frowning_face:

Yes. My ticket number is #1084511.

@jkamerson, was this resolved for you?

@Antonius and @SteveFitz1, I have taken your ticket numbers and sent them with your context to the team to request a ticket check.

We are sorry that this has been your experience and I’m glad that you posted here so that we can look into it. We’ll get this sorted out.

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I have already sent two more emails to the continuing email thread for my ticket without a reply asking if they were still working on it. Thanks for your information and response.

Support did get back to me today so thank you. They gave me some new procedures to try but they didn’t work so now we are up to 17 emails . :roll_eyes:

Support got back to me as well. They’ll be sending me a replacement camera. Thanks to all who “got the ball rolling” on my issue. :grinning:

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