I purchased 2 video doorbells in 2020 and used them at my old house with no problems untill now, I moved house 2 weeks ago and when I plugged the Homebase 2 into my router with an ethernet cable , I was able to view both cameras on the app. I started fitting them and accidentally pressed the sync button on one of them and then it lost connection from my app. Tried several times to add it again but no luck. I just fitted the other one at my front door and it’s been ok until today when I finally though about just deleting the whole system and starting from new, but that hasn’t worked and I now have no doorbells.
today this is the process I followed.
Homebase Is plugged into my TP link Deco on my desk which has internet access
both video doorbells are on the desk infront of me
added the homebase into the app that went ok
then go to add device, video doorbell, scan the QR code
press the sync button untill I hear the beep, ring on the front lights up and flashes blue
the homebase makes a noise and the app says “homebase is emitting a soundwave to discover new battery doorbell”
but then at the end it says unable to add device
Hmm all I can think is try to factory reset everything after deleting everything from the app. Most cameras you hold the sync button for 20 seconds to factory restore and home base should have a little hole that you stick a pin into and press on a button you should feel the button click I think it’s on the bottom of HB but you can google “where is factory reset button on Eufy home base 3 or 2” then reinstall everything. I’ve never had issues I just added a 2nd home base and deleted and reinstalled 6 devices on the new one. Good luck make sure batteries are fully charged. Did your password change on new internet?
yes the Name & password for the Wi-Fi has changed, but during the setup process it does not ask for any Wi-Fi details, the homebase is plugged in with an ethernet cable.
in the homebase setting of the app, it says homebase is connected using ethernet cable, and that it will switch to WiFi if the ethernet cable is unlpugged, so I have tried unplugging the ethernet cable and it attempts the WiFi setup process but then I get an error message “your app and device are not connected to the same WiFi network, please switch to the same network and try again”
and I’ve no idea what to do from there ? If the device has been reset, and during the setup process I haven’t been asked to connect to a Wi-Fi network how can it be connected to a Wi-Fi network??
just to be clear, the I understand the reset procedure to be as follows, for the video doorbell 8210 hold the sync button for 10 seconds, and for the Homebase 2, stick a pin in the reset hole on the back for 10-15 seconds untill the voice prompt says “homebase is resetting”
interestingly the homebase won’t reset if theres no ethernet cable plugged in, I just tried holding the pin in there for 1 mintue and all it said was “homebase can’t connect to the internet” and clearly didn’t reset as when I plugged it back in, it appeared in my app straight away
To set up wifi on the home base go to the home base settings then general then connection it will say ethernet should be highlighted in blue if you tap on that it will bring you to the wifi Set up page
After you tap on wifi setup it will give a list of available networks tap on the one you want then enter password make sure your phone is connected to the same network when setting it up I have HB3 I assume it’s the same set up for HB2
I actually tried that yesterday too, still no luck
tried to contact Eufy support, the Rxxx order number says not recognised so I guess that means if it’s out of warranty they aren’t interested?
I think I might try a different homebase, I’ve noticed the Blue light on the front is never on. are they all compatible or should I look for a Homebase 2?
If it’s less than a year old it should still be under warranty. But if you’re going to buy a new HB I would recommend going for HB3. Just make sure your device is compatible I think most are. if you buy it directly from Eufy in the app it is on sale for $99. At least here in the USA not sure where you’re from. Did you try calling support from the phone number in the app ? I’ve always had good experience with a phone call. If you’re on hold for a couple minutes a prompt comes on offering them to call you back and they always have for me. Again I’m in USA
I’m in the UK, I didn’t realise there was a UK call centre thats helpful thanks, I called today and they are trying to open a support ticket for me but as of yet I haven’t received their email. The homebase and doorbells are 5 years old so well out of warranty, I’m not sure what they can do
I did previously try to open a support ticket online but (probably) as my stuff is 5 years old their system didn’t recognise my order number, same thing happened today on the phone but apparently I’m to expect an email where I can enter my purchase info, describe the problem and then someone will get in touch to help
It might be something different in your case, but I managed to resolve similar pairing issues by starting afresh using a brand-new iPhone with the latest version of the Eufy Security app installed.
I could be wrong, but from what I’ve seen, Eufy tends to quietly drop support for older phones or outdated app versions without notifying users. Over time, small parts of the app just stop working as they should. If your phone or tablet is more than a few years old, it’s worth borrowing a newer device, installing the latest app, and doing a full setup from scratch to see if that fixes the problem.
Regarding storage, I don’t believe your Video Doorbell supports a microSD card, and your HomeBase likely doesn’t have a slot for a drive either. However, if you happen to have a region-specific model that does support additional memory, remove the card and the drive before re-syncing your devices. Also, remember to update the firmware on both the Doorbell and HomeBase via the app after performing a factory reset.
Last night I tried using an iphone 13pro to log into the newest Eufy app with my details and try again, same results.
the owner of the iphone that let me borrow it also happens to own the exact same doorbell and homebase as me
so I tried logging into their account on the app, and adding my 2 cameras to their homebase 2, same result, it couldn’t find them.
then I tried to re-add their doorbell to their homebase, as the battery had been flat for some time it had somehow been deleted from the app? first time I tried the battery on the doorbell dies as it had only been charged for 5 mins at that point, so I took it home to test it (using my 6 year old android) and it worked first time, after around 5 seconds
I’ve since tried my Homebase 2 with the donor camera, and it works ok
so in summary, my homebase works ok, and my 6 year old Android phone isn’t the problem, looks a like a fault with the 2 doorbells?
It’s definitely strange, that both doorbells went kaput.
Try this other reset option on the doorbells.
Reset the doorbell by pressing sync quickly 5 times
I have tried that already, it’s listed on a few sites on the internet. 5 quick presses doesn’t actually reset the doorbell, it switches it off. and still doesn’t work unfortunately.
as I was doing this it reminded me of some quirk with the pairing process on a Eufy indoor pan & tilt cam I had around 4-5 years ago, it used to freeze up and need deleting and re-pairing every now and then, I got so used to adding it and I remember there was some order I had o do it in that was contrary to the instructions on the app, if I followed the app to the letter it would fail…
but I’ve tried repairing these doorbells so many times in different ways I think it would have been cheaper to just forget about them and buy some new ones. the Eufy tech support have given up, they pretty much just suggested resetting it and adding it again. they offered me 20% off some new doorbells, I’m waiting to see what deals black Friday brings
never been so confused by a product lineup beofre. it doesn’t help that each doorbell has 2 numbers for example E340 and T8214. I’ve found several comparison pages but they seem to refer to their doorbells in different ways at each time so it’s almost impossible to compare
Yeah they do make it confusing E340 is the name and the T8214 is the model number.
Even more confusing is that they use the name of the cameras for several different cameras.
Here’s a web link that shows differences.
all I can think is try to factory reset everything after deleting everything from the app. Most cameras you hold the sync button for 20 seconds to factory restore and home base should have a little hole that you stick a pin into and press on a button you should feel the button click I think it’s on the bottom of HB but you can google “where is factory reset button on Eufy home base 3 or 2” then reinstall everything. I’ve never had issues I just added a 2nd home base and deleted and reinstalled 6 devices on the new one. Good luck make sure batteries are fully charged. Did your password change on new internet?
not sure where you’re from. Did you try calling support from the phone number in the app ? I’ve always had good experience with a phone call. If you’re on hold for a couple minutes a prompt comes on offering them to call you back and they always have for me. Again I’m in USA 
