If your Video Smart Lock is showing “Offline” in the eufy app, please try the following troubleshooting steps to verify if the issue can be resolved:

 
1. Make sure your Video Smart Lock has enough power by trying to unlock it using either fingerprint or passcode. If the Video Smart Lock does not have enough power, please remove the battery from the Video Smart Lock and recharge it. 

Note: When the battery is lower than 5%, the Video Smart Lock will go offline and both video motion detection and remote unlocking/locking features will be disabled to save power.

2. Please check if the WiFi Bridge has disconnected from your router. If the LED indicator light on the WiFi Bridge is displaying a red light, it is indicating the WiFi Bridge cannot connect to the Internet. Please verify if your router has Internet access, or if the router’s security settings, such as firewall settings, could affect access to the Internet.

3. Please make sure your Video Smart Lock has the latest firmware version installed.

If these troubleshooting steps did not resolve your issue, please contact us for further assistance.