FAQ
Answers to the questions that come up most on the community forum. Every question has its own link, so you can share an answer directly.
Account & sign-in
Do I still need a second eufy account?
No. Use your normal account. The old app needed a second account because Homey and your phone presented the same device identity to eufy, so each sign-in kicked the other out. This app has its own identity. More on signing in.
Why does the country matter?
eufy keeps accounts on separate regional servers (Europe and the US) and picks one from the country before it checks your password. Choose the wrong country and the sign-in fails as if your password were wrong. Choose the country the account was registered in, not where you are now.
eufy shows me a picture with characters, or e-mails me a code
That's eufy's captcha and two-factor verification. Type what's asked and continue. eufy shows a captcha after several failed sign-ins in a row, so if you keep getting one, double-check the password and country first.
I changed my eufy password / want to use another account
Open any device's settings and choose Repair. You sign in again there, and the new sign-in is used for the whole app.
Where is my password stored?
Your e-mail and password are stored in the app's private storage on your Homey and only ever sent to eufy, the same way the eufy app sends them. Nothing is sent anywhere else.
Devices
My device isn't in the list when I add it
- Check you picked the right tile: a doorbell is under Doorbells, not Cameras.
- Check it shows up in the eufy app on the same account. Used a separate account for the old app? Sign in here with your main account, or make sure the device is shared with the account you use.
- A device that's already added (from any tile) isn't offered again.
- eufy label printers aren't supported.
Is my model supported?
Probably. The app has no model list. It builds each device from what eufy reports for it, so new models usually work straight away. Cameras, doorbells and HomeBases have been tested on real hardware. Locks, sensors, vacuums, mowers and lights work but have had less real-world testing, so reports are very welcome.
A setting I see in the eufy app is missing
A control appears only once the device has reported its value to the app, and only if eufy exposes it for that device. Some settings appear after the device first reports, so give a battery device a day. Some settings are read-only on purpose: the app only offers a control when it knows the device will actually accept the change.
Why does my device show "No report from this device for …"?
It's been silent longer than that kind of device normally is (see the table). Check it's online in the eufy app. A camera behind a HomeBase depends on that HomeBase being online.
Detections & notifications
I'm not getting detections in Homey
Homey hears about a detection the same way your phone does: as a push notification from eufy. If eufy doesn't send one, Homey can't react. Check these in the eufy app:
- Notifications are on for the current security mode. Each mode (Home, Away, …) has its own per-camera notification settings. A camera that's silent in Home is silent for Homey too.
- Push notifications are on in the camera's own settings.
- For HomeBase events (alarm, sensors, keypad), the HomeBase's own notifications are on.
- Notification style is Include thumbnail (or anything with a picture). Text only still triggers the Flow but sends no picture, so the Event image stays empty.
Then check on the Homey side:
- Does the device have the card? A camera only gets cards for the detections it reports. See Detections & Flows.
- Is the country right? eufy needs the country the account was registered in. If unsure, Repair the device and pick it again.
Can I turn off notifications on my phone but keep them in Homey?
Not from eufy's side. eufy sends notifications to every phone signed in to the account, and Homey counts as one. Switch them off on the phone itself instead:
- Android: Settings → Apps → eufy → Notifications.
- iOS: see eufy's guide, disable notifications on one phone.
Homey doesn't follow Schedule or Geofencing
When eufy switches the HomeBase's mode by itself, Homey follows: the Arming Mode and the Guard mode widget show what the HomeBase reports. If you combine eufy with other brands, consider letting Homey decide the mode, with Flows and Set Arming Mode, instead of eufy's Schedule or Geofencing. Homey then stays the single source of truth for every system in the house.
The detection sensor turns off by itself
That's on purpose: eufy never says when a detection ends, so the app clears it after the Detection reset time (30 seconds by default). Why.
My notification shows the wrong (previous) picture
Turn on Wait for the Event image in the camera's settings, or add the condition A new Event image has arrived before you send the picture. How each works.
The Person token is empty
The camera didn't recognise the face, or the person isn't enrolled in face recognition in the eufy app. Strangers trigger An unrecognised person was detected instead.
Video & images
The Event image doesn't update
That's by design: it's the picture eufy sends with a detection, so it changes only when something is detected or the doorbell is pressed. A doorbell press alone doesn't always come with a picture. If it never updates, check the notification settings under I'm not getting detections. For a picture of right now, use Take a snapshot. Event image vs Snapshot.
Can I change the order of video and pictures on the device?
No. Homey decides the order: video first, then the pictures.
Can I watch live video from a battery camera?
Yes, on a Homey Pro or Self-Hosted Server. The old app couldn't. If your station refuses RTSP (a HomeBase 3 does), set Live video to RTSP, or relay through this app if it fails. How live video works.
Do I have to switch on RTSP in the eufy app?
No. The app switches it on when you watch and off again after about a minute.
Why is the first snapshot so slow?
The app downloads ffmpeg (about 57 MB) the first time. After that, snapshots are quick. More.
The live view says it can't connect
- Homey and the camera must be on the same network. Homey reaches the camera or HomeBase on your local network. Separate VLANs or a guest network get in the way.
- The camera is off: switch it on in the eufy app.
- Check Live video status in the device settings. It says what went wrong. More.
Can I use the stream in VLC, Blue Iris or my NAS?
After you've opened live video once, the RTSP address is in the device settings. It's only live while RTSP is switched on, though. For a recorder, switch RTSP on in the eufy app yourself; this app won't switch off a stream it didn't switch on.
Does this drain my battery cameras?
Not on its own. Detections and Event images arrive by push without waking the camera, and battery cameras are never kept connected. Snapshots and live video do wake the camera, so a Flow that takes a snapshot every few minutes will drain it. More.
Recording? Two-way talk?
Not yet.
Moving over
Do I have to start from scratch?
You re-add devices and rebuild Flows. A Homey device belongs to the app it was made in, so nothing can carry them over. You don't have to do it all at once: the old and new apps run side by side. Moving from the old apps.
Will the old Eufy Security app keep working?
For a while. eufy is shutting down the old interface it's built on, and some features may stop without warning. That's the reason this app exists.
Robot vacuums: can I clean a specific room?
Not yet. Room and zone cleaning are planned. You can already run your own cleaning scenes from the eufy app, set suction, and start, pause and dock.