Ezviz - Home automation products

Ezviz - Home automation products

1 - Problems on my Account
2 - Operation / app problems
3 - General problems
4 - Alexa/Google Home

6 - Camera connection with Ezviz NVR

1 - Account Problems

1.1 - I have lost my account password

You can associate each Ezviz account with an email address or a telephone number. If you have lost your password, simply select on the Login page of the Ezviz app: "Forgot password". A 4-digit Verification Code will be sent to you by email or SMS. Enter the code to complete the password change or password recovery process.

---

1.2 - Can I resell my Ezviz product?

Before reselling a device, making a return to the distributor, or sending it for service you will need to delete your account, as it is a security device. In fact, the moment you add an Ezviz device to your account, you will become a unique user. Otherwise it will not be possible for another user to add the device to their account and the Ezviz app will notify them that the device is already bound and unusable (“Device already paired to another account”).

---

1.3 - How can I delete my personal data?

Yes, you can erase your personal data using the Ezviz app: Home / Settings / More / Account Security / Delete Account. This action is not reversible, so be careful: you will not be able to reactivate your account in the future. Also, you will no longer be able to use the phone number / email associated with the deleted account. It is therefore advisable to delete the Ezviz devices present on the account before deleting it, as, after deletion, you will no longer be able to transfer them to a new Ezviz account if these data are still associated with the old account (in this case Ezviz is not responsible).

---

1.4 - How can I find out if my account has been deleted?

You can find out by entering the login credentials of the deleted account. The app will report the message: "This user does not exist".

---

2 - Operation / app problems

2.1 - How many Ezviz devices can I connect to the app?

You have no limit.

---

2.2 - Can I save videos and photos from the cam to my mobile phone?

Given that, in the event of motion detection, videos and photos are always saved on the SD card (if present in the device), or archived on the Ezviz cloud (if the user has subscribed to a subscription). In any case, each user has the possibility, thanks to the Ezviz app, to access the live view page by clicking on the camera icon from the Home. The page contains the video and photo icons which allow you to record a video or take a photo. These contributions are stored in the album of the mobile device, which can be accessed from the Ezviz app: More / My Album.

---

2.3 - Can I see the images from the cameras on a PC or screen?

Yes, using the Ezviz Studio program (downloadable from the Ezviz website at this link), you can access your account and view the images from the Ezviz cameras being played, both on a PC and on a screen. Note: The program works only with Windows operating system.

---

2.4 - Can I view camera images on Mac?

No, Ezviz Studio is only available for Windows.

---

2.5 - Can I schedule alarm notifications for specific times/days?

Yes, it is possible by enabling the "Notification Scheduling" in the Ezviz app, where you will find: Camera Settings / Alarm Notification, and then access: "Notification Calendar". You will thus be able to set predefined time slots to which to associate the receipt of notifications if it is detected a movement. The time slots can be repeated for other days, but it is also possible to set different times for different days. If a notification schedule is set, just leave the "Notification Schedule" flag active. Following a set schedule, the Ezviz app will automatically enable the "Alarm Notification" for the set times and days, without the need to insert the flag. In case you have home control hubs such as Ezviz - A1 and Ezviz - A1S it is also possible to schedule the switching of alarm mode (Disarmed, Armed, Stay Armed).

---

2.6 - Can I share camera images with other users?

Yes, through the Ezviz app you can share images with family and friends, provided that everyone has their own personal Ezviz account, defining the sharing permissions: live view, playback, alarm (notifications), two-way audio. To set up a share, click on the camera icon, select the share symbol and follow all the steps. The family member or friend will receive the sharing request in their Ezviz account. Accepting this request will complete the sharing process.

---

2.7 - Does the camera record continuously or only when it detects movement?

Given that all cameras record to microSD card, in case of motion detection, some devices also support continuous recording. Check that in "Camera Settings": Archive Status there is an option “All day”. Then enable the function for 24h recording.

---

2.8 - Can I record continuously?

See previous answer .

---

2.9 - How do I save photos and videos from the app?

See the answer to question 2.2 - Can I save videos and photos from the cam to my mobile phone? .

---

2.10 - Can I see multiple cameras at the same time?

Yes, the Ezviz app allows you to view up to 4 cameras on the same account at the same time. From a camera's live view, click the 4-screen button to switch to simultaneous view and add one or more cameras. To remove a camera from the view, press and hold the thumbnail and drag the view to the trash.

---

2.11 - How can I update my Ezviz devices?

Whenever there is a new firmware the Ezviz app will warn you with a red dot on the Home page of the device, next to the settings symbol (wheel). Click on the wheel / Device Version to launch the new update.

---

2.12 - Can I pair my Ezviz camera to the alarm system?

Yes, through the "Detector-Camera" association. Both the detector and the camera must first be added to your account and be operational and online on the same Wi-Fi network. In the event of an alarm, you will receive a video verification from the set camera.

1. 1. 1. Select the detector;
      2. Select: "Camera Connection";
      3. Select: "Link";
      4. Confirm with: "OK".

Every time you add a camera, turn the control unit off and on again, so that it can memorize the new inserted device. In this way the control unit will be able to combine it with one of the detectors.

---

2.13 - I don't have a Wi-Fi network, how can I use your cameras?

If the camera has an Ethernet input, you can connect it to the router via a LAN cable. Furthermore, the Ezviz - C3A model can be associated with the WLB base, equipped with a 4 G SIM slot (suitable for use in places without a Wi-Fi network).

---

2.14 - How can I exclude movement false alarms, for example due to the passage of cars or people on the street?

You can do this through the Ezviz app. For some outdoor camera models it is possible to access its settings by enabling: "Alarm Notification", then go to the section: "Motion Detection Area" and customize it with the function: "Draw Motion Detection Area".

---

2.15 - I have pets at home, how can I not have false alarms?

If you don't want to receive false alarms you can change: "Motion detection sensitivity" on the cameras. The T1 PIR sensor, on the other hand, is "pet immune" for all animals up to 25 kg.

---

2.16 - Can I have more than one alarm controller on my account?

Yes, without any limit.

---

2.17 - How many cameras can I have on my account?

There is no limit.

---

2.18 - “Network unstable” appears on the app. What can I do?

This message may mean that too many devices are connected to the same Wi-Fi network as the router (Smartphones, Tablets, cameras, etc.). Try reducing the number of devices, or connect Ezviz devices on one network: "Guests" (usually all routers have one). From the Ezviz: Definition app, also try reducing the resolution of each camera.

---

2.19 - I no longer receive notifications on my phone

1. 1. Make sure the function: "Alarm Notification" is active; or the function: "Notification Programming" (in case of programming - Calendar);
   2. Make sure the Wi-Fi signal on your Smartphone is sufficient;
   3. Make sure you are not logged out of the app;
   4. Make sure that the app is not blocked, even by any active antivirus;
   5. If the account was registered via email, check your junk mail: the email with the "verification code" may be in the spam folder. If you do not find the code sent, check with another email; If the account was registered via a mobile phone number, please confirm if your mobile phone can receive other SMS;
   6. If the alarm messages still do not appear, press the Reset button for 10 sec. and reset the camera settings;
   7. With the same settings, try with another Smartphone. ATTENTION: only Android Smartphones sold in Europe have a Google program able to receive alarm notifications;
   8. Check the settings of your Smartphone (Android) verifying that the battery saving function has not disabled notifications. If enabled;
   9. If you still haven't solved the problem, contact Ezviz support providing: Smartphone model and operating system version (Android/iOS); the version of the Ezviz app, the screenshots of the "Gallery" showing images / videos following alarms received in the last 3 days. Support will check to determine if the problem was caused by the Ezviz cloud, or by your mobile device.

---

3 - General problems

3.1 - I can't connect to my home wifi

Given that all Ezviz devices support a 2.4GHz Wi-Fi connection and the latest generation routers normally have Dual Band functionality (2.4GHz + 5GHz), try (at least for the first registration of the Ezviz device to the cloud) to turn off the Wi-Fi -Fi 5GHz, as it may make it difficult for new devices to pair. Other general tips: 1) Separate the two networks (2.4GHz and 5GHz), by setting two different passwords for the networks. 2) Disable any firewalls, or Mac filters. 3) Enable UpNP, P2P protocols.

---

3.2 - By pairing the camera, I see the message on the app: "Device already paired with another account"

Being a security device, the moment you add an Ezviz device to your account you become a unique user. If you later try to add the device to a new account, the Ezviz app displays the message.
Before being able to pair the device to a new account, it is therefore necessary to delete it from the previously created account. If you buy used products, please pay attention that the product has been deleted from the previous account. Managing your Ezviz device is your responsibility. If, within 15 days (as required by EU legislation), a user wishes to return the product to the retailer, he must first delete it from his account: Ezviz app: Settings / Delete Device.

---

3.3 - What_SD_cards_are_supported

All Class 10 UHS-1 or higher microSD cards are supported. Check (device datasheet) compatibility for memory cards up to 128GB or 256GB.

---

3.4 - I can't format the SD card

1. 1. Check compatibility (Class 10 UHS-1 or better);
   2. Check in the technical specifications that the type of card is supported (128 / 256GB);
   3. Format the card using the function: "Initialize". Use the Ezviz app, not your PC;
   4. Try using another microSD card. If you still haven't solved the problem, contact the support service.

---

3.5 - The battery of my Ezviz camera - C3A does not last long enough. How can I extend it?

1. 1. 1. Some routers can cause the battery to drain faster
      2. A weak and distant Wi-Fi signal has a negative impact on battery life. The Ezviz - C3A camera can be combined with the WLB or W2D Base Stations, both of which can be connected to the router. The Base Station has the ability to extend battery life up to 3 times, compared to stand alone mode.

---

3.6 - Can my neighbor object to my use of cameras?

The Privacy Guarantor has declared that all the cameras placed inside private residences must be installed so as not to directly frame windows, balconies or any space of other properties.

---

4 - Alexa / Google Home

4.1 - How do I connect my Ezviz account to my voice assistant (Alexa/Google Home)?

Select "Skill" in the voice assistant settings and type "Ezviz". Enter the Ezviz account (mobile number 39xxxxxxxxxx / mail) to import as requested by the assistant and enter the password. Type the username if the Ezviz account is not recognized (it is indicated in the Ezviz app: little man at the top left / My profile, or in the Ezviz Studio program: Account / name. If you have problems, contact technical support

---

4.2 - Which devices are compatible with Alexa?

All Ezviz cameras and smart plugs.

---

4.3 - What can I do with Alexa?

Through simple voice commands (“Alexa show me the camera”, “Alexa turn off the camera”), you can activate the functions of your devices. In this way, Alexa will act as a central hub where it will be possible to monitor all connected devices. Prerequisite: From the Ezviz app, do not disable "Audio" and “Photo Encrypted”.

---

4.4 - What can I do with Google Home?

With Google Home you can manage your devices through simple voice commands.
Google in this case will act as a central hub where it will be possible to monitor all the devices connected to it. It thus becomes possible to control the camera through simple voice commands: "Google show me the camera", "Google turn off the camera".

---

5 - Cloud Play

5.1 - How does the subscription work?

In the case of a single subscription, CloudPlay is only valid for one camera. If you have more than one camera and want to register them on CloudPlay, you need to purchase a subscription for each one, or subscribe to a "multi camera" subscription (up to 4 cameras). You can only subscribe to one multi-camera subscription for a single account. Your CloudPlay subscription is personal and cannot be transferred to another account. If you transfer ownership of a device with a CloudPlay subscription to someone else, you cannot also transfer the subscription as it is linked to your Ezviz account.

---

5.2 - What subscriptions are available?

1. 1. 1. Single subscription
      2. Annual subscription (7 for 30 days)
      3. Monthly subscription (7/7 for 30 days). Recordings from the last few days (7/30) will remain in the cloud monthly / yearly subscription period.
      4. Multi-camera subscription (up to 4 cameras) yearly or monthly. During the subscription period (monthly/yearly) the recordings of the last few days (7/30) will remain on the cloud.

---

5.3 - Procedure From the Ezviz app / Settings (of the camera you want to subscribe to) / CloudPlay / Subscribe

You can select: "Single camera" or "Multi camera".

---

5.4 - Purchase and renewal of the CloudPlay subscription

You can purchase CloudPlay directly from the Ezviz app and set up automatic payments (if you have a valid credit card).

---

5.5 - Automatic renewal

If you have set up automatic credit card payments, your subscription will automatically renew at the end of each billing cycle.

---

5.6 - Change of CloudPlay subscription

You can change both the storage period and the billing (ex: 7 day plan which becomes a 30 day plan) on your CloudPlay subscription.

---

5.7 - How to stop recording on CloudPlay

At any time you wish, you can unsubscribe from your subscription. The same will not be canceled or extended. After you stop recording, the camera will not record any new clips to the cloud storage, but you will always be able to view and play the video clips and alarm history (within the storage period). For example, if you have a 7-day cloud storage plan and you decide to stop logging on January 8th, you can play the recorded history from January 1st until the moment you stop logging. The following day, you will be able to view and play the recorded history from January 2nd to January 8th. By January 15, all data that exceeds the number of storage days will be deleted. Once activated, your subscription period begins immediately and will not stop if you stop registering. For example, if you activate the service on August 15th and the subscription period is one month, if you stop cloud recording between August 20th and August 30th, the subscription period will end on September 15th.

---

6 - Camera connection with Ezviz NVR

6.1 - For NVR connection to router

Connect the Ezviz NVR to the router via LAN network cable. In this way the NVR will be able to accept Ezviz cameras (also wired), until its channels are exhausted.

---

A single app and an application for Windows

All Ezviz products can be viewed, configured and managed via the dedicated (free) app, available for iOS and Android. By installing the Ezviz app on your Smartphone, just scan the QR code to be online immediately. If, on the other hand, you want to view the recordings of your camera from a PC (only for Windows) scan the specific QR.

---

Download one of the applications

Back to the list