Hi, I have recently purchased a Eufy camera and successfully set it up. Working well with cloud backup. I would like my partner to be access the camera/alerts as well. I’ve signed into the app on her phone, she gets the alerts notification and thumbnail but when I click on the event video/footage is comes up with a message saying “video encrypted by sharer and cannot be played” who do I get it to work on two phones? Thanks in advance.
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Hi, did you share the device / camera with her?
If not, then I believe it’s because you’re unable to view the video on her phone is because it doesn’t have the encryption key plus her phone number is different than yours.
I suggest you delete the app from her phone and then follow these directions.
https://support.eufy.com/s/article/How-to-Share-Account-Access
Goodluck
Hi, I think you must activate the Advanced Encryption, which path is the Sidebar of the App, Control Center, Video Encryption, Advanced Encryption. With this feature activated, your original videos can only be accessed on your authorized phone, the one you used to activate it. We call it End-to-End encryption to secure your videos.
Hi, have shared the device with her and shared home with her. Followed instructions to do this correctly. But still getting the same message. Unable to play videos on her phone due to encryption.
Hmmm. I don’t know what to tell you.
Maybe it’s some setting in the cloud service that’s not allowing her to view the videos?