Friendly Faces Troubleshooting

Problem

Friendly Faces is not working as expected (you’re unable to enable Friendly Faces, register faces manually, or the face is not being accurately detected).

Troubleshooting

1. Confirm that the Wyze app is up to date. 
   1. In your Wyze app, navigate to the Account tab > tap 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 If you find that your Wyze app is out of date, head over to your mobile device’s app store and update the Wyze app. 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. Check that the 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 doorbell, please move forward with updating it. 
3. Confirm that Friendly Faces is available in your region. 
   • Due to the legal restrictions related to biometric data, Friendly Faces is strictly prohibited in the state of Illinois, and has limited functionality in the following states: California, the Canadian Provinces of Quebec, Colorado, Connecticut, New York City, Oregon, Texas, Utah, Washington (state), and Virginia. 
4. Verify that the camera is assigned to the Wyze Service. 
   1. In the Wyze app, navigate to the Account tab > Services. 
   2. Note: Friendly Faces is only available with Cam Protect and Cam Unlimited. 
5. 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.
6. Ensure motion detection is enabled. 
   • For smart detections, be sure to enable the options for both Person and Friendly Faces. 
7. Confirm Friendly Faces is enabled. 
   1. In the Wyze app, navigate to the Account tab > Wyze Intelligence > Descriptive Alert > All Notifications > select Friendly Faces. 
   2. If possible, register the face manually again. 
      1. In the Wyze app, navigate to the Account tab > Wyze Intelligence > Friendly Faces > plus sign +. 
      2. Make sure the face is well-lit and you have a good Wi-Fi connection before continuing. Tap Start. 
      3. Using your phone's camera, place your face in the green ring under normal lighting conditions (no direct, harsh, or low light) and slowly adjust the position to fit the ring following the on-screen prompts. 
      4. Name the face. Then tap Save. 
      5. Note: Faces should populate within 15 minutes. 
8. If possible, restart the camera. 
   1. In the Wyze app, navigate to the camera’s settings > Restart Camera > Restart.