u/FriendlyBand8412

Hi everyone,

We’ve noticed that some users have recently run into issues with their Birdfy devices, and we completely understand how frustrating that can be. If you’ve had a bad experience, we’re truly sorry. We know many of you use Birdfy to enjoy birdwatching, not troubleshooting, and we want you to know that we’re paying attention.

If you’re experiencing a product issue, here are two ways to get help:

1. Contact Birdfy Support directly
Please fill out the support form here:
https://www.birdfy.com/pages/feedback-52017026

Our customer support team will usually reply within 24 hours.

https://preview.redd.it/ogkvcv52fweh1.png?width=627&format=png&auto=webp&s=12517b472af623aa54b523ddc6f55a1bc07bc8a2

2. Send me a private message on Reddit
If you prefer, you can message me directly with:

• your email address
• your device ID
• a short description of the issue

We’ll then have a support representative follow up with you by email.

If you don’t receive a reply, please check your spam/junk folder first. If there’s still nothing there, send me another message and I’ll follow up on our side.

For other questions, you may also be able to find answers in our Help Center: https://support.birdfy.com/?utm_source=birdfy_website&utm_medium=top_nav&utm_campaign=3

https://preview.redd.it/t6gd3zvm6peh1.png?width=988&format=png&auto=webp&s=7db1897c67c89358c600de461eaffafdd2758e83

We really appreciate everyone who has taken the time to report problems, share feedback, and stay patient while we work through them. We’re here, and we want to help get things sorted out.

Thank you.

1. Regarding the 3-Month Free Membership as Compensation**：**

- Your free 3-month membership will be added to your account within 24 hours after you confirm your email via our email link. Check it by tapping the top-right avatar in the App.
- No in-app claim, credit card or payment needed. This perk won’t affect your original AI services or membership benefits.
- For membership details, visit: https://support.birdfy.com/help/membership/#2-membership-trial （Birdfy Membership | Birdfy Help Center）
- Haven't received the e-mail related with compensation: Contact with customer service support.

2. Unable to log in to the APP or add devices:

All app services are fully restored now and ready for normal login. If you still can’t log in or add devices, send us screenshots of the relevant page to our support team, and we will help resolve your issues.

3. Fails to connect to the network:

Refer to these two articles from our help center:
https://support.birdfy.com/help/FAQ-Troubleshooting/#3-my-device-fails-to-connect-to-wifi-after-scanning-the-qr-code-what-should-i-do
https://support.birdfy.com/help/FAQ-Troubleshooting/#4-my-device-fails-to-connect-to-the-server-after-successfully-connecting-to-wifi-what-should-i-do

4. Displays a "connection error" , the problem caused by domin issues hasn't been solved?

No worries, all services are fully restored. Please tap the device list on the left to refresh it. Once your device goes online normally, it will work properly after refreshing.

5. Livestreaming is not loading:

Refer to this article from our help center: https://support.birdfy.com/help/FAQ-Troubleshooting/#1-live-feed-is-not-loading-what-should-i-do

6. Motion detection is not working:

Refer to this article from our help center: https://support.birdfy.com/help/FAQ-Troubleshooting/#5-motion-detection-is-not-working-what-should-i-do

7. Incomplete display of power, temperature and humidity for the Birdhouse series products**：**

Kindly suggest to go back to the device list on the left to refresh and confirm the online status of the devices, then return to the live broadcast page to check.

If your device still malfunctions after troubleshooting, or you cannot find answers from our guides, please send your Device ID and related details to our support team, and we will assist you promptly.

Support Channels:
Phone Support: +(866) 749-0567 (Mon-Sun, 9am-6pm, US only)
Live Chat: App → Support → Live Chat (24/7)
Email: support@birdfy.com & support@netvue.com (Response within 24 hours)

We apologize for any wait times on phone and live chat support. You may email us instead, and we will reply to you within 24 hours. Thank you for your understanding and support.

If you have any questions,feel free to leave a comment below and our support team will reply it.

Dear valued Birdfy family,

We sincerely apologize for the great inconvenience and negative impact this domain service provider incident has caused to your daily use, and we deeply appreciate your continuous patience, trust, and understanding.

Our technical team has been working around the clock to troubleshoot and fix the issue actively. Here’s the latest update on recovery progress, what you need to do, and the compensation we’ve prepared for you.

Current Status & Official Recovery Timeline:
The optimization and repair work are progressing steadily. App login and basic operations can be fully restored via the 1.20.4 version of the Birdfy app.
Partial cloud history records and AI functions are being synchronously and sequentially recovered.
We expect all disrupted services to be fully and comprehensively restored before June 28th.

What You Need to Do:
Please check your App Store or Google Play account and update your app to the 1.20.4 version in time. If you do not see the update option, it means the update package is still under platform review and will be officially rolled out within a few hours.

Data Security Guarantee:
Please rest assured that all your historical videos, personal account information, and user private data are fully encrypted and protected. No data loss or leakage will occur during the service disruption and repair process.

Exclusive User Compensation Package:
To express our sincere apologies for the prolonged service disruption, we have prepared a universal compensation benefit for all affected users, with no extra application required:

1️⃣3-month free Membership subscription.
2️⃣A $20 coupon that can be superimposed with other existing promotions on our official website, birdfy.com.

We will send an email with instructions to claim these compensation items. Please check your inbox.

Meanwhile, we will send you an official notice immediately once all services are 100% fully recovered. If you have any other issues or questions, please contact our support team via support@birdfy.com.

Once again, we sincerely apologize for the unpleasant experience this incident has brought you. Thank you for your tolerance, understanding, and consistent support for Birdfy!

Deepest apologies and gratitude,
The Birdfy Team

Dear valued Birdfy family,

An unexpected issue with our domain service provider occurred this morning, and some of our cloud services are currently experiencing disruptions.

Here is exactly what happened and how we are fixing it:

What Happened: A technical oversight regarding our domain registration led to a temporary interruption of our server pathways.
Current Status & Timeline: Our technical team is working around the clock. App login and basic operations will be fully restored in the 1.20.4 version of the Birdfy and Netvue Next app. While certain cloud history and AI functions may take slightly longer to sync completely, they are being recovered sequentially.
What You Should Do: Check your App Store or Google Play account and update your app to the 1.20.4 version. If you don't see an option to update, that means the update package is under review and will be rolled out in a few hours.
Data Security: Please rest assured that all your historical videos, account information, and user data are completely secure and will not be lost.
We will send you a follow-up notification the exact moment all services are 100% recovered.

Thank you for your understanding and patience!
With deepest apologies and gratitude,

The Birdfy Team