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My Friendly Faces are not being recognized.

Problem

Friendly Faces is not working as expected.

Troubleshooting

  1. Confirm that your Wyze app is up to date.
    1. In your Wyze app, navigate to the Account tab > About.
    2. Your current app version will be listed beneath the Wyze logo.
    3. Compare your app version to the latest app version listed on our Release Notes & Firmware page.
    4. If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.
  2. If possible, check that your camera’s firmware is up to date.
    1. You can check this by going to the Account tab > Firmware Update.
    2. If there is an update available for the camera, please move forward with updating it.
  3. Verify that your camera is assigned to Cam Unlimited.
    • You can check this by going to the Account tab > Services.
  4. Make sure the camera is set to record correctly.
    1. Open the live stream of the camera and wait until the camera fully connects.
    2. Navigate to the settings > Event Recording.
    3. Ensure motion detection is enabled.
    4. For smart detections, be sure to enable the options for both Person and Friendly Faces.
  5. Verify that the camera's Detection Settings are set correctly.
    1. Navigate to the camera’s settings > Detection Settings.
    2. Adjust the motion detection sensitivity slider bar(s) to High.
    3. Tap Detection Zone and toggle it off while testing.
  6. Clearly place the face you would like to add to Friendly Faces within the camera's view under normal lighting conditions (no direct, harsh, or low light).
    • Faces should populate within 15 minutes.
  7. Power cycle the camera by unplugging it from its power source for 5 seconds and then plugging it back in.
    • For battery-powered cameras, remove the battery for 5 seconds before reinserting it.
  8. Walk through setting up your camera like new in the Wyze app.
    • Be sure to verify that your camera is assigned to your Cam Unlimited subscription after setting it back up.
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