topic Re: Smart Protect App in Sky Protect & Smart Home

Smart Protect App

Susie31 — Sun, 07 May 2023 08:31:49 GMT

I have signed up through my sky vip to the smart home insurance with the Doorbell etc

I am trying to access the app but it doesn't work.

Do I log in with my usual sky details?

It keeps freezing after log in or just doesn't load properly.

Anyone else have this issue

Re: Smart Protect App

Clareridds — Tue, 09 May 2023 08:28:21 GMT

Hi @Susie31, have you managed to log in yet? Can you screenshot the error for me and I can explore with our tech team.

Thanks

Re: Smart Protect App

Stu2607 — Sun, 14 May 2023 07:44:47 GMT

Yes I have the same issue, after you out your login details in you just get a blank screen

Re: Smart Protect App

Susie31 — Sun, 14 May 2023 08:55:51 GMT

the sky team are looking into it. Glad I am not the only one it's happening too. Hopefully they will find the solution soon. They have been very good at emailing.

Re: Smart Protect App

Applesteve — Sat, 20 May 2023 12:30:31 GMT

Just got my tech through the post. Also can't login via the App. Slightly different by the sound of it though.

Sky Protect App not loading after login Attempt

Applesteve — Sat, 20 May 2023 15:25:11 GMT

Happy to have received my Sky protect tech box today. Scanned the QR code in the booklet, entered credentials but it loads to an error 401 page.

deleted and re-downloaded the app - issue persists

changed Sky password - issue persists.

any help/advice greatly appreciated

Re: Sky Protect App not loading after login Attempt

atop — Sat, 20 May 2023 21:17:25 GMT

I have same issue. Any fix yet?

Re: Smart Protect App

Susie31 — Sat, 20 May 2023 21:33:42 GMT

No nothing as yet still waiting on a fix

Re: Smart Protect App

Applesteve — Sun, 21 May 2023 09:31:17 GMT

Just spoke to technical support. Apparently they can see I have the tech package but have not been added hence the app not allowing login. It's being passed to a supervisor and a dev team will add my details. Should take approximately 48hrs. Will let everyone know if this works for me 👍

Re: Smart Protect App

Beerinhand — Sat, 27 May 2023 14:40:49 GMT

I downloaded the app and installed the indoor camera, everything worked as it should. Next was the doorbell and nothing worked as it should. It connected but no sound from the doorbell or the chime and no video feed but the app showed the doorbell being pushed and also saw and reported motion. Called up Sky and was passed to a technical "expert" from the sub continent and spent an hour uninstalling and reinstalling and being constantly told to turn up the volume setting even though I assured her that it was already at maximum. I tried to also point out that none of the other devices would connect but she was focused on the doorbell. Eventually she gave up and promised to call back the day after and she did, but only to ask if I had sorted it out. She gave me an email address and askedthat I take a video of the problem! I carefully noted down the address and fired off a message describing the problem and watched it happily bounce straight back, dot was in the wrong place, very frustating. Another call to Sky sales andthis time got the right address and re-semt the message and this time someone with a bit of sense from this country called and explained the problem. My phone isn't compatible! It's a motorola but other Android phones are affected as well. Might have been an idea to mention that before I cancelled my previous insurance and threw out my old (but at least working) doorbell. I am not a Happy Bunny.

Re: Smart Protect App

TimmyBGood — Tue, 30 May 2023 12:29:20 GMT

@Beerinhand wrote:

My phone isn't compatible! It's a motorola but other Android phones are affected as well.

I'm not sure that's entirely correct. The only mainstream company not to use fairly standard Android as a smartphone OS is Huawei.

Re: Smart Protect App

Beerinhand — Wed, 31 May 2023 10:14:14 GMT

May not be entirely correct, just reporting what I was told.

Re: Smart Protect App

lettice — Wed, 31 May 2023 10:34:22 GMT

@Beerinhand

The app should work on any Android mobile that has Android version 9 and up.

It may work on some Android tablets, but will not be optimised and some features may not work.

Within the app, that I notice you are connecting to your account ok, so the app seems to be working in some mode, try using the live chat within the Sky Protect app for help, rather than calling.

Re: Smart Protect App

Hannah254 — Thu, 01 Jun 2023 12:31:40 GMT

We got our bundle yesterday and tried to install today but app doesnt work and doorbell wont sync. Rang sky for them to say no technical support available!

Anyone able to shed light?

Re: Smart Protect App

TimmyBGood — Thu, 01 Jun 2023 13:12:24 GMT

@Hannah254 wrote:

We got our bundle yesterday and tried to install today but app doesnt work

In what way is the app not working?

Re: Smart Protect App

Beerinhand — Fri, 02 Jun 2023 08:22:55 GMT

Latest update is that Android 8 isn't supported. As my phone is using Android 12 and the wife's is an iphone 12 and neither seems to work the problem still hasn't been solved. I've been in contact with the technical team and am awaiting a reply.

Re: Smart Protect App

Beerinhand — Tue, 06 Jun 2023 14:08:37 GMT

Update from Sky -

"We know if some android phones which are having this issue and your model is one of them. We have a test app in trial at the moment which has solved the problem. As soon as we know it is stable (doesnt break any other feature) we will look to roll out asap and will sort your live stream connection issue."

For info, my phone is a Motorola g82 5G running Android 12.

After emails backwards and forwards with suggestions and trying different things, I've given up. I can download the app and log in to it, then add the indoor camera, which appears to work ok. I can then add the chime and doorbell but even though the app says it has been added successfully there is no live video feed or sound response from the bell push, but it at least confirms the wi-fi is working. And that's it, can't add the motion sensor, leak sensors or window contacts. Enough is enough.

Re: Smart Protect App

LesleyBoyd — Mon, 13 Nov 2023 15:07:02 GMT

Me too have been trying for 2 days

even changed my password incase that was reason.

Re: Smart Protect App

lettice — Wed, 15 Nov 2023 09:10:53 GMT

@LesleyBoyd wrote:

Me too have been trying for 2 days

even changed my password incase that was reason.

Are you signing in with your Skyid that you use to login to your MySky account?

If so, sounds like you may have a skyid mismatch with your Sky Protect policy. As you cannot see the get in touch contact details within the app, you will need to use the contact email address or phone number below;

(removed)

Moderator note: Removed contact details details

Re: Smart Protect App

Sallym2012 — Wed, 06 Dec 2023 11:28:17 GMT

My sky

protect tech arrived this morning but I can't log into the app.

screenshot of error message below