Recently, we received a lot of feedback from the users about the APP update. Most users said that the update will erase the settings of the APP account and brings some inconvenience to view the cameras on the APP, and we feel deeply sorry about it.
Right now, the engineer is investigating the root cause of this problem, and the engineer will fix this problem as soon as possible.
Besides, the engineering team also provides us some solutions for the problems. Here, I will list the problems and the solutions one by one.
- Q: Can't login the APP after the update.
A: Please follow the instruction to reset the password of the APP account:
- Q: Cameras can't be viewed and the APP said the device is added by another account.
A: Please send a request to the technical support, and ask the technical support to unbind the device. In the email, please attach a picture of the white label of the device. Here is the instruction to find the white label: https://help.annke.com/hc/en-us/articles/360000250241
- Q: The APP sais the username doesn't exist.
A: Please register a new APP account and add the device to the APP again. Before adding the device, please send a request to the technical support, and ask the technical support to unbind the device. In the email, please attach a picture of the white label of the device. Here is the instruction to find the white label: https://help.annke.com/hc/en-us/articles/360000250241
If your problem is not mentioned in the above, please kindly leave a comment here. Or you could submit a request to our technical support team. Our technical support agents will try their best to help you to solve the problem as soon as possible.
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