tip EZVIZ no longer supports Internet Explorer 10 or earlier versions, and the site may not behave as expected. Please upgrade to a newer browser.
Choose a country or region to see content specific to your location and needs. You will be redirected to your local site.
  • How to factory reset the EZVIZ HP7, CP7, and EP7 Video Doorphones

    To factory reset your HP7, CP7, or EP7 video doorphone series, please tap "Settings>Firmware>Factory Reset" on the panel screen.


  • Troubleshooting for EZVIZ smart lock remote unlock failed

    If your smart lock being unable to remote unlock, please kindly follow the steps below:

    1. Please make sure your smart lock is running on the latest device firmware.

    2. Please check and select the time zone for the smart lock again (device Settings>Device information>Time zone).

    3. If you are using the DL01S smart lock, please make sure the lock is connected with the A3 gateway via Wi-Fi connection and its keypad as well.

    If you need further assistance, please contact the EZVIZ support team for personalized guidance.


  • What should I do if the RH1 fails to charge?

    "To troubleshoot charging issues, ensure that the power source is functioning properly and that the RH1 device is correctly inserted into the dock. You should hear a charging notification when the device starts charging.

    To further troubleshoot, please follow these steps:

    1. Remove the RH1 from the dock.

    2. Press and hold the power button for 3 seconds to check if the device powers on.

    3. Check the battery level displayed on the screen:

    - If the battery level shows 100% and this is your first time using the device, please note that this phenomenon is normal. We recommend fully depleting the battery before recharging it each time. During the initial charging cycles, the device automatically calibrates the battery, so after each full charge, the screen will turn off to enter power-saving mode.

    - If this is not the case or if you encounter any other issues, please don't hesitate to reach out to EZVIZ customer support for additional assistance."


  • Can I use cleaning solution from other brand?

    It is not advisable to use cleaning solutions from other brands. To ensure optimal results and avoid potential damage or adverse effects, it is recommended to use EZVIZ cleaning solution.


  • Troubleshooting for EZVIZ smart lock battery life short

    Kindly note that the actual battery life will vary depending on environmental factors, network stability and the frequency of lock activities.

    Thus, to optimize the battery life, we suggest you check the following:

    1. Weak Wi-Fi connection. Please ensure the network connection is good and there is no barrier or radio interference between your lock and your router, causing unstable network.

    2. Please make sure your device is running on the latest firmware.

    3. Meanwhile, for smart lock DL03, DL04, DL50FVS, you can try enabling Power-saving Mode in device Settings>Battery to reduce battery drain.

    If you need further assistance, please contact the EZVIZ support team for personalized guidance.


  • What to do if the smart lock can be opened directly from the outside

    If you are experiencing an issue where the smart lock can be opened from the outside without using a fingerprint or passcode, please remove the front panel, rotate the square rod 90 degrees and try again. We recommend not securing it with screws immediately after installation; instead, wait until you have tested that all components are functioning properly before tightening it. If you still have further concerns, please contact our support team for further assistance.


  • Troubleshooting for EZVIZ smart cleaning devices overlapped map

    Regarding the overlapped map or if your robot always creates new maps, we recommend checking if there have been any changes in the environment or location around the base station, as this may lead to localization failures. Typically, a localization failure requires the map to be redrawn.

    Please ensure that there is sufficient clearance on both sides of the base station to allow the robot to return to its charging dock properly. Additionally, we suggest deleting the new map and recreating it to see if the problem is resolved.

    Moreover, please inspect your home for areas that could easily cause the robot to get stuck, such as the base of a fan. Robots often encounter difficulties in these zones. We recommend marking these areas as small no-go zones on the map.

    If you need further assistance, please contact the EZVIZ support team for personalized guidance.


  • What is the code for EZVIZ smart lock bluetooth pairing request?

    To obtain the code, please the battery cover and check the "Management code" on the sticker.


  • Do EZVIZ smart entry devices support other types of solar panels?

    Applies to: HP3 Pro, EP3x Pro, CP3 Pro, EP7

    We sincerely apologize that these devices are compatible only with the solar panel included in the package.


We have updated our Terms of Service, CloudPlay Paid Subscription Terms and Privacy Policy. Please read them carefully.

We provide you with customized service and safe user experience with Cookie. Login and browse our website indicates that you permitted us getting information in/out the website with Cookie. Please visit Use of Cookies

go-top