Technical support & F.A.Q.

The most common cause of not pairing with the app is when the Wi-Fi network works in dual frequency or 2.4 and 5ghz.

HeySmart devices are only compatible with the 2.4ghz band so you need to separate the frequency bands.

A second common cause is the complexity of the Wi-Fi name or password that MUST NOT EXCEED 16 alphanumeric characters and must not contain special symbols ( ! % & $ £ etc... ).

Press the arrow next to the "send request" message and type "UNLOCK". You will receive a first notification from the app to inform you that your request has been sent; then you will receive the second notification indicating the correct unlocking of the product.

Before you try pariing again, remember to turn your device off and on again to restart Wi-Fi configuration mode.

This usually when the Wi-Fi router loses its connection/current and takes too long to stabilize. The camera during this time closes the "auto reconnect to wi-fi" to perform its main task: recording on micro SD.

At this point it is therefore necessary to "restart" by removing and returning current. This is not a camera defect but a deliberate behavior to prioritize recording.

It is advisable to review the electrical system or possibly to apply a MINI UPS to the camera/router.

Visit the MINI UPS sections on GBCONLINE.IT click on the link below!

https://www.gbconline.it/it/prodotti/categoria/2/10-465/482-UPS

If the other user is a trusted person, you can share EMAIL and PASSWORD access to the App and keep a single working account on multiple smartphones. In this way this user will have full control and vision of all devices and notifications.

In case you have multiple cameras/devices and only want to share one: access the device settings (pencil at the top right) and select "Device sharing".

In the "device sharing" menu, enter the data of the user who must have already registered with the HeySmart App (name, email and ADMIN/USER sharing type).

To split Wi-Fi networks you need to access the router settings via the WEB interface (192.168.xxx.xxx) or via Dedicated Application.

Usually on the back of the router you find a label with printed both the WEB address and the credentials to access the settings.

The separation of the bands may have different names depending on the brand of the router, but are roughly similar to these: "SPLIT SSID, SEPARATE WI-FI BANDS, DIVIDE NETWORKS".

If for various reasons you can not divide the Wi-Fi networks or change the name, we suggest you to enable the Wi-Fi NETWORK GUESTS at 2,4ghz in order to dedicate it exclusively to HeySmart products. This way you avoid changing the current configuratons of all other devices in your home.

If you are not comfortable with router settings, you can contact your intert proivider's customer support and ask for technical support for separating the 2.4 and 5ghz Wi-Fi bands. Since this is a known request, operators should easily understand your request.

The Heysmart cameras operate Wi-Fi so if there is a power failure and you turn off the Internet Router, you will not be able to control them remotely.

However, if the cameras are protected by UPS, they will continue to record locally if the MICRO SD is inserted.

To have a guaranteed backup, we recommend the installation of a MINI UPS that can keep the Wi-Fi ROUTER and the camera running even when there is no power. The Internet will continue to work because in most systems the power supply of the optical cable (FIBER) or ADSL cable comes directly from the cabinets in the street and not from the condominium/building current.

Visit the MINI UPS sections on GBCONLINE.IT click on the link below!

https://www.gbconline.it/it/prodotti/categoria/2/10-465/482-UPS

HeySmart products are not reparaible, given the type of technology integrated in the circuits. However, we have some compatible spare parts that are often necessary, below you will find the direct link to purchase. For more details you can fill in the contact form at the bottom of the page.

5V 2A replacement power supply for HeySmart products operating via USB

https://www.gbconline.it/it/prodotti/schedaprodotto?codice=59.1805.05-SMART-HOME-CHARGER-Alimentatore-usb-2a-per-smartphone-e-tablet

compatible with HeyCam Plus, HeyCam Pro, HeyCam Free, HeyCam Free-S, HeyTable, HeyNVR, HeyCam Mini, HeyMove, HeyCam Move 4G

Replacement micro USB cable for HeySmart products charging/power via USB

https://www.gbconline.it/it/prodotti/schedaprodotto?codice=59.1803.12-Cavo-micro-usb-a-usb-1,8-metri-per-smartphone-e-tablet 

compatible with HeyCam Plus, HeyCam Pro, HeyCam Free, HeyCam Free-S, HeyTable, HeyCam Mini, HeyMove, HeyCam Move 4G

12V 2A replacement power supply for HeySmart products operating at 12V

https://www.gbconline.it/it/prodotti/schedaprodotto?codice=34.0115.46-Alimentatore%2012v%202a%20%28cod.%2034.0115.46%29

compatible with HeyCam Bull, HeyCam Bull Pro, HeyCam Move, HeyCam Move PRO, HeyNVR, Telecamera HeyNVR, HeyAlarm

Your HeySmart account is bound to your email address. If you lose or break your smartphone, simply download the HeySmart app on your new smartphone and log in again with your credentials.

The devices you associate with the application remain bound to your account and HeySmart cloud server so you won't have to worry about reconfiguring them again!