I’m having the same issue as a lot of the others. My wife had the app installed and working sharing 2 cameras. She has upgraded her phone IOS and now I’m unable to share. I have tried all the steps above to no avail. I have even logged in with my account on her phone with no success. Can someone help please?
Hi, same problem here, I can’t share any cameras with my siblings. I always get “user not found”. I guess we all have the same region selected but anyway I can’t find it in the app so I’ve no clue how to check it. Can I get some help? Thanks
It took me a while to figure this out. It will be on the top right of the Login screen (it is on my IOS APP)
If you go to the app>discover>settings>Log out. When you go to sign in it should be in the too right corner.
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Thanks, at least now I know we are all in the same region but unable to share the cameras. Actually this is a huge fail for me and I have no clue how to fix it.
@alberto Welcome to the community! Thanks for sharing.
Did Golfpaul’s advice in the comment above yours help at all?
Is there an issue with the App on iPhone12 Pro? I have tried sharing QR code, I have tried setting up a new account and I have tried logging in with my credentials into my wives phone all to no avail. She now needs to use her old iPhone just to check cameras. This is extremely frustrating.
Hey @Golfpaul You should be able to log into your account using your credentials on your wives phone. We do not restrict sharing in this way. Can you double check credentials are correct when trying to log into your wives phone?
Thank you for your patience. Let me know how it goes.
Credentials are correct, it allows me to log in but there are no cameras to view on her phone when I log in with my credentials. On her old phone I can see the 3 cameras when logged into my account.
That is a bug of some kind. Can you please write to support@yitechnology.com with a link to this thread for the technical supports reference. It sounds like this needs to be escalated so our app team can take a look and fix any bugs.
If you have already contacted support@yitechnology, please send me your ticket #?
I’ve heard nothing back about this and not received any messages and still have the same problem.
hey @Swiseman81 Can you please send me the customer support ticket number you received with contacting our technical support team? I will follow up with them and find out more.
Hi Kami,
This is getting really frustrating. He have invested money on these cameras based on the advertised functionality and now we cannot use it. Everybody here is rasing exactly the same issue and you have no answer for it. Instead you are telling them to raise it to support. Why don’t you raise this to support. What exactly is your ole here?
I am having the same issues now. Same exact message for all 3 cameras and we live in the same house. Can I get trouble ticket and have technical support reach out to me?
dont use qr code or sharing option.
phones must have the same log-in info
tried on my 3 phones, ios or android
or same fb account on all phones for yi only .
and still you can access fb on any account
it works.
hope helps …
Hello. To contact technical support:
Support Email: support@yitechnology.com
Or if you are in one of the following regions try:
US Toll FREE Number +1 (844) 234 8492 Mon-Sat 8:00AM - 5:00PM (PST)
UK Toll FREE Number +44 (0) 808 281 2452 Mon-Sat 3:00PM - 12:00AM (GMT)
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no really, still having same issue, no matter what I do.
Hey @alberto I am so sorry this is lingering. Have you contacted our support team? Please email support@yitechnology.com.
If you have already done so, please send me your ticket number so I can follow up with the support team.
I was having the exact same issue, after upgrading my phone, whilst my account was recognised I could no longer detect or share the camera getting the wron region message.
This is how i have resolved it. The problem is with the router and WiFi network your devices are on (2.4GHz & 5GHz). The camera is on 2.4GHz whilst your shiny phones and iPads are almost certainly auto selecting the 5GHz network to make use of the superior bandwidth.
Solution;
- Temporarily disable your routers 5GHz network. Note: router password will almost certainly be required. Ref your router instructions on how to do this.
- Restart your devices and go through the pairing and sharing sequence (I deleted the apps and re-installed but I don’t think you need to go this far). As a minimum go to airplane mode and then reconnect to WiFi to force the connection to 2.4GHz WiFi.
- Once you have reconnected/shared to all devices re-enable your router 5GHz network.
Et Voila. Sorted.
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Incredible @Alex100 Thank you so, so much for sharing! And, for being so detailed That will be super helpful for others in the community I assure you.
New phones are most definitely going to auto-selecting 5ghz instead of 2.4. You are the hero of this thread!
There is obviously something wrong with the YI IoT app when performing the “detect devices on network” function. I brought this camera May 2019 and had no problems setting the system up then. So an app update since then has obviously broken the device detection function when multiple frequencies are used. The whole network is not being scanned.