When your Keypad is offline, the device screen on the eufySecurity app will display a warning sign showing the Keypad’s status is currently offline.

Why Is My Keypad Offline?

1. Keypad’s battery has completely drained.

2. HomeBase is disconnected from the Internet or the WiFi router.

3. HomeBase is offline due to a power outage.

4. You have changed your router’s WiFi network name or password.

5. Your Keypad is disconnected from the HomeBase.

If your Keypad goes offline, please check the following details:

1. Check if the Keypad has run out of battery. If yes, please charge the Keypad.

2. Please check if you have recently changed a new router or updated the WiFi network name or password.

3. Please check if your router is disconnected from the Internet. If yes, the Keypad’s LED indicator light will turn to solid red.

4. Press and hold the SYNC button on the Keypad until its LED indicator light flashes a blue light and proceed to pair the Keypad with the HomeBase again.

5. Please bring the Keypad closer to the HomeBase to test if it can be reconnected if there is no response after pressing the Keypad, or when the LED indicator light flashes a red light for 5 seconds and then the light goes out.

Contact eufy Support for More Help

If the above instructions cannot resolve your issue, please email us for further assistance. It would be greatly appreciated if you could provide the following information for the eufy support team to resolve the issue you are experiencing in a timely manner.

• The SN of the Keypad. You can locate it on the Keypad or in the eufySecurity app via the Keypad Settings > About Device > Serial Number.