If you are unable to receive a notification from the Video Smart Lock, please try the following troubleshooting steps to verify if the issue can be resolved.
1. Please make sure the Motion Detection feature is enabled. (Device Tab > “...” Icon > Settings > Motion Detection)
2. Please make sure the Push Notification feature is enabled under Home/Away mode. (Security Tab > Home/Away)
3. Enable notification for the eufy app on your smartphone. (Device Tab > “...” Icon > Settings > App Permissions)
4. Try to uninstall and reinstall the eufy app.
For iOS Devices:
- Please check whether you have selected the "Deliver Quietly" feature for the eufy app. If so, notifications will not be displayed on your smartphone's lock screen or the top banner.
- Please check whether you have enabled the "Do Not Disturb" feature on your smartphone. If so, notifications will be muted.
For Android Devices:
- When the smartphone is set to "No visuals or sound from notifications", the smartphone will not emit a sound when it receives a notification.
- Please make sure to add the eufy app to the power-saving whitelist on your smartphone by following the steps in the article below:
https://eufy-security-pr.s3.amazonaws.com/overall/samsungpush.en.html
If the issue still persists, please contact us and provide us with the following information for further analysis.
- An exact date and time in the past 2-3 days when there was a recorded video, but you did not receive a notification. For example: July 20th at 12:23.
- Upload the device log via the eufy app by selecting the three-lined menu icon located at the top left corner of the app > About > Upload Log, and then authorize the device log via Device log > select the device and choose Authorize. Please refer to the following images for a step-by-step guide to authorize your device log.
