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  • How to report your problem to EZVIZ Support Team?

    If you are having problems with EZVIZ device, please send our technical support engineers an email with your problems and key information to include are:

    1. Username or email/phone number associated with the EZVIZ account;

    2. Product serial numbers;

    3. App version and mobile phone model;

    4. Issue description;

    5. if possible screenshots or short video to explain the problem;


    You can always reach us through the below contact information:

    US & Canada

    service@ezvizlife.com

    Europe (ex. UK & Ireland)

    support.eu@ezvizlife.com

    Asia (ex. India)

    support.asia@ezvizlife.com

    India

    support@pramahikvision.com

    Australia & New Zealand

    support.au@ezvizlife.com

    Latin America

    support.latam@ezvizlife.com

    Middle East & North Africa

    support.mena@ezvizlife.com

    Africa (ex. North Africa)

    support.af@ezvizlife.com

    CIS (ex. Russia)

    support.cis@ezvizlife.com  

    Russia

    support@ezviz.ru

    UK & Ireland

    support.uk@ezvizlife.com

    Other Regions

    support@ezvizlife.com


  • What should users do if cannot receive alarm notification in app?

    1) Ensure the phone signal is good.

    2) Ensure that this feature has been enabled in the EZVIZ app.

    3) Ensure the EZVIZ app is running in background.

    4) Ensure the EZVIZ app is not blocked from sending notifications by any anti-virus installed on your mobile phone.

    5) Ensure notification for EZVIZ app has been enabled in phone setting.


  • How to reset the EZVIZ security camera?

    Hold the reset button for 5-10 secs; wait for the prompt informing you that the device has been reset successfully. Some cameras will not give you the prompt; however wait for 1-2 mins for the indicator lights to flash blue. Generally, reset takes about 1-2 mins.



  • How to deal with the system message “Device is offline”?

    1) Check the indicator lights on the device; ensure that the device is in configuration mode.

    2) Ensure that your router is functional and can go online to the internet and ensure that you do not have multiple devices on your network.

    3) If all the troubleshooting techniques listed above doesn’t resolve the problem, please delete the device from the account, reset the device and re-add the device to your account.


  • How to download the recorded video clips?

    You can manually record the video while in live view mode or playback mode. While in live view or playback mode > Tap on the record icon to start the manual recording. Once the recordings have been completed, your video will be saved to “my album” on your EZVIZ mobile app.


  • Does EZVIZ product support 5 GHz Wi-Fi?

    Most products are configured to support 2.4 GHz Wi-Fi network mode; however some products do support 5 GHz. The following products support 2.4/5 GHz Wi-Fi network mode;

    DB1, Mini Plus, C6P support 2.4 GHz & 5 GHz.

    Sports camera S5 Plus support 2.4 GHz & 5 GHz.

    Router W3 support dual band 2.4 GHz and 5 GHz.

    All other security cameras support only 2.4 GHz Wi-Fi network mode.


  • How to Share EZVIZ Devices with Friends and Family?

    EZVIZ Wi-Fi Camera and security systems enables you capture those moments you never want to lose. However if you want to view the same device from two different mobile devices at the same time, you can achieve that via two methods;

    The same device can be viewed using the same login credentials, this means when you give your friend, family member your username and password they can actually view the same device in that account at the same time.

    The second method is by sharing your device with your friend or family. This means, you can give your friends and family privilege to view your device without owning the device. This can be achieved using the EZVIZ PC Studio software for windows or simply by EZVIZ app;

    1)  Log into the EZVIZ mobile app

    2)  Select the camera you wish to share > then from the top right corner, tap on the share icon

    3)  Follow the prompt > input the customer’s valid email/phone number registered with EZVIZ

    (Note – You can only share your video with a friend that has an EZVIZ account). Live view is enabled by default, but you can choose to allow the user view the playback and receive alarm notification messages.

    4)  Click on “OK” to complete the settings

    The user will receive the sharing invitation in his account, once the invitation is accepted the user can view the device as well as the original owner of the device.


  • How to view images saved on the SD Card?

    EZVIZ Security Cameras records video to the SD card, Wi-Fi NVR and cloud simultaneously when enabled. To view videos on the SD card, ensure you have a microSD card installed on the device and ensure you have the SD card initialized (activated). Here is a step by step guide to enable you view your videos stored on the SD card.

    1) Log into your EZVIZ app;

    Enter your username and password – Tap the login tab to log into your account

    2) Tap on the device that you want to view;

    From the home page, select the device you want to view from the list of devices on your EZVIZ account.

    3) Scroll to the bottom while in live-view mode;

    4) From the bottom right corner tap on the Video History icon;

    5) From the middle of the screen, tap on the date to open the calendar and select the date you want to preview;

    6) Select the date and play the video;

    7) Tap/hold down and move left or right to select the time of day you want to playback;


  • How to set camera to 24/7 recording?

    Download the PC application, "EZVIZ Studio". Login into the account, go to device advanced settings, Click “Event-Schedule-Recording Schedule” and choose all-day recording template.


  • I have insert Micro SD card, but app still shows “No memory card”?

    1) Check the installation orientation for the MicroSD card. Ensure that you have installed the memory card in the correct orientation.

    2) Refresh the home page to update the device list.

    3) Go to check the storage status, if the memory card status displays as “Uninitialized”, tap to initialize it. The status will then change to “Normal”. Then you can start recording any event triggered video in the camera such as motion detection.