If notification from the doorbell can’t be received, please try the following troubleshooting steps.
1. Please make sure the doorbell's "Motion Detection" is enabled. Step: device tab> “...”icon> Settings > Dual Detection > Motion Detection.
2. Please make sure both "Doorbell Ring" and "Motion Detect" are enabled under Notification Settings. Step: device tab> “...”icon> Settings > Notification Settings
3. Please make sure "Push Notification" is enabled under Home/Away mode: Security (at the lower right corner of the main page) > Home/Away.
4. Please make sure the snooze is disabled on the doorbell.
5. Enable notification for the eufy App on your phone: device tab> “...” icon> Settings > App Permissions.
6. Delete and reinstall the eufy app to verify if the issue can be resolved.
For iOS devices:
- Please check whether you have selected the "Deliver Quietly" option for the app. If so, notifications will not be displayed on your phone's lock screen and the banner.
- If you have enabled the "Do Not Disturb" function on your phone, notifications may be muted.
For Android devices:
- When the phone is set to "No visuals or sound from notifications", the phone will not have a sound and will not display when it receives a notification.
- Please make sure to add the eufy app to the power-saving whitelist. Here are the steps for your reference.
https://eufy-security-pr.s3.amazonaws.com/overall/samsungpush.en.html
If the issue persists, please contact us and provide us with the following information for further analysis.
1. The exact time when there was a recorded video, but you did not receive a notification. For example July 20th at 12:23.
2. Upload App log via eufy app by selecting the avatar located at the top left corner of the app > Settings > About > Upload Log and authorize the device logs via Device logs > select devices and Authorize. Please refer to the attached pictures for a step-by-step guide to authorize your device logs.
