Android Devices:
Common iBaby Care M7 Questions:
You can use iPhone, iPad or Android devices to install your iBaby Care M7. (All iOS devices must be running iOS version 6.0 or newer).
Yes. The iBaby Care M7 can be installed using either the 2.4 GHz or 5GHz internet connection. But bands will need to be separated in order for the monitors to successfully install. This is an easy feat and can be done by calling your internet provider.
The iBaby Care M7 has a wide viewing range using the night vision feature that allows you to see within 5 meters (16 feet).
An unlimited number of invited users can access your iBaby Care M7. However, only four users can access the monitor simultaneously.
iBaby Care M7 uses a high definition monitor (1080p HD) to monitor your baby.
iBaby can let you know if your baby’s nursery is too hot or cold by using the temperature sensor. Additionally, iBaby will display the humidity level of your baby’s nursery within the iBaby Care app. The sensors are located in the base of the iBaby.
The back of the iBaby monitor is made of an illuminating plastic that with light up anytime the iBaby powered on.
In order to add a new user, go to the menu button on top left hand side of the iBaby Care app.
Then select View & Invite Users. Now you can invite them by email as well as modify their access. If the user you are inviting has difficulty receiving the email, ask them to first download the iBaby Care app, create an account and give you the email address they used to register. Now follow the steps above.
If the user is already on the list, tap on their email address, delete the user and re-invite.
ATTENTION: iBaby Care app and iBaby website are two different platforms. The account you used on iBaby website does not grant you a login access on the iBaby Care App. You need to create a new account. Please let us know if we can assist you further.
Having multiple devices under the same Wi-Fi connection or band can cause the Wi-Fi signal strength to decrease. This can cause your iBaby Care M7 to freeze, lag or disconnect. If this occurs, we recommend performing a speed test to determine your internet speed test. Your internet upload speed should be at least 2.4 mbps to establish a secure network connection.
Darker rooms will cause the video display to show in black & white. If this is not the case, check your display settings for Night Vision and make sure it is set to AUTO, which should restore the color. To do so go into the iBaby Care App > Settings > Display Settings > Night Vision.
The help button on the iBaby Care M7 controls the moonlight feature if you don’t have your phone around.
- Pressing the button once (1) will turn on on the moonlight display
- Pressing the button twice (2) Will cause the moonlight display to rotate
- Pressing the button thrice (3) Will disable the moonlight display
- Holding down the button continuously, will call the mobile device connected to the iBaby Care M7
You can definitely use an LTE network to view your monitor feed. The monitor needs to be connected to your home router to work on your Wi-Fi. Once the monitor is installed, you can access the video feed through a 4G and LTE network from any location as long as you have service.
If the installation on your iBaby Care M7 failed complete a hard reset of the monitor, then re-try installation. To reset your monitor press the back reset button for 30 seconds until you hear the iBaby jingle.
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Motion sensor constantly going off, despite no motion. It seems like as the sun moves around the room, just the shadows moving is triggering the sensor – I have dozens of photos and movies and the only thing changing is the intensity of the sunlight in the room.. Is there a firmware update available for the M7? I can’t seem to find any way to update my camera.
Hi Robert, if there are shadows or movement of other things in the room the motion sensors might go off. Your sensitivity levels might need to be re-adjusted to a lower sensitivity. If this did not help, please contact our customer support team to troubleshoot your monitor at (650) 396-2436 (M-F 9-5 PM PST). Thank you and have a great day!
Just got the M7 for a shower gift. The installation had worked but I’m not allowed to control the camera angle from my phone. I’ve tried resetting. How do I get it to allow me to see something other than the ceiling?
Hi Megan,
Are you the account owner? Was the monitor first installed on a different phone and account? If so, you may only be an invited user and may not have access to control the monitor’s movement. If that’s the case, please have the person who first installed the monitor (account owner) to go into their account and tap settings> invite users > tap on your email. That person can then grant you access by tapping on “control monitor’s movement”.
Please let me know whether or not this helps. Thank you so much. Have a great rest of your day.
Just bought the m7 and everything works great except for temperature and humidity readings. They both just say no base? How do I fix this?
Hi Kyle, I’m so sorry to hear that the temperature and humidity readings aren’t working. Can you please try to push down on the pins? Sometimes, they can get stuck which could result in the ‘no base’ reading. If you do this and it still does not work, you will definitely need a replacement base. Please email our customer support with the subject line: Base Replacement iBaby Care M7 (No base reading) at support@ibabylabs.com. They will be glad to further assist you/
Thank you and I hope you have a great rest of your day.
Hi what pins are you referring to? I have the same problem
Hi Louis,
If you have an iBaby Care M7, there are four metal pins on the removable base. You can press those pins to try and get the temperature readings. If that doesn’t work, please reach out to our customer support at support@ibabylabs.com. Thank you and have a great rest of your day.
Unable to play music without resetting eveysingle time works for 5 minutes then goes out again.
Hi Des,
I’m so sorry to hear that you’ve had a bad experience with the iBaby Care App. Fortunately, our developers pushed out an App update that will fix all of these issues. Please download the update and let us know if this resolves the issue. If not, please let me know and we can have our customer support reach out to you.
Thank you and have a great rest of your day.
This product is not working. Is it possible to get support please. There is a steady red light but it does not pick up WiFi and occasionally has a flashing green and red light before going back to steady red.
Hi Aki, we’re so sorry for the inconvenience. I believe a hard reset of the monitor will help you with this matter. To do a hard reset please follow these instructions:
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the big pink “Delete iBaby” button
4.Log out iBaby Care app
5.Plug the camera into the wall socket NEAR YOU ROUTER (in the same room as router)
6.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone .
If this did not help, please reach out to our customer support team at support@ibabylabs.com or (650) 396-2436 (M-F 9-5 PM PST). Thank you and have and great day!
We are unable to determine a way to turn off the camera or unit other than unplugging- is there a way to turn off unit?
Hi Stephanie,
The only way to turn off the iBaby Care M7 is by unplugging from the outlet. There is no external button to turn off the monitor due to safety concerns. If you have anymore questions or concerns, please don’t hesitate to contact our customer support team at (650) 396- 2436 (M-F 9-5PM PST).
Is there hope to use the iBaby M7 with Alexa? Also is there a firmware update? Anything on my app takes a while to upload and the other night that my baby was crying I wasn’t getting any sound.
Hi Ale, unfortunately at the moment we are not integrated with Alexa. We will forward this suggestion to our developers. The latest iBaby Care M7 firmware is 2.0.1. Please contact our customer support at support@ibabylabs.com or at (650) 396-2436 (M-F 9-5 PST). Thank you and have a great rest of your day.
The certificate for this server is invalid error keeps popping up when I use the ibaby app. I signed out, soft reset my phone, disconnected wifi, reinstalled the app. I dont know what else to do, please help.
The windows app will not work. It stays on the screen where you enter your username and password but will not progress from there. I have uninstalled the app and reinstalled it multiple times. I have allowed the app to bypass the firewall. But still the same thing. I have also emailed and left messages oh the support phone line but have not gotten back any response. The product would be nice if it worked right but the support it clearly no existent and very frustrating.
Hi Michael, I’m so sorry for the hassle this has caused you. I have verified with our customer support and it seems like they have replied to your email. Please let me know if their response was satisfactory and solved this issue. Thank you and have a great rest of your day.
Hi
This monitor can be used around the world regardless of electricity voltage, and can you ship overseas?
Hi Fatima, thank you for reaching out.
You can use the iBaby monitor anywhere in the world as long as you have internet or Wi-Fi. The power cord on all iBaby monitors purchased online or in USA stores come with USA receptacles meant to be used with USA power outlets. If you’re in a country that uses different power outlets, you will need to to purchase a separate adapter so it can be used.
Thank you! If you have any other questions, please don’t hesitate to contact us again or email our support team at support@ibabylabs.com. Thank you and have a great rest of your day.
Is there any way to keep the moonlight going full time? It turns itself off after 15 minutes and I can’t find a way to stop it turning off?
Hi Ryley, unfortunately at the moment our iBaby Care M7 moonlight soother runs on a timer that shuts the display automatically. We will forward this suggestion to our engineers. If you do have anymore questions on this matter, please don’t hesitate to contact our customer support team at support@ibabylabs.com Thank you and have a great rest of your day.
Is there a way to force the moonlight mode off and return to normal use other than waiting 15 minutes? It seems that hitting the button 3 times only turns off the light and does not reset the camera.
I have the iBaby M7. It was installed correctly yet it barely picks up any sound. I have hard reset it yet the problem is not resolved.
Hi Josh, I’m sorry to hear that your new iBaby M7 is giving you issues.
By picking up sounds do you mean the sound alerts? Or is it the speakers?
When I take a picture from the M7 it saves to my phone without any issue. However, when I take a video it doesn’t seem to save anywhere……how do I access the videos to share them?
Hi Ed,
Thank you for reaching out to us. When you record videos or take pictures with the iBaby Care App they will all be stored directly into the iBaby Care photo gallery. (Sometimes videos get stored at the bottom so make sure to scroll down). Once you find your video/photo from your video gallery you you need to tap on it and then tap on the export button that gives you the option to save to you phone or to share it on your social media.
If you’re still having trouble with this, please don’t hesitate to contact our customer support team at (650) 396-2436 (M-F 9-5 PM PST) or at support@ibabylabs.com. They will be glad to answer any questions you have.
once you’ve turned on video recording, how can you keep the video recording even when you’ve logged off the app? also, how much file size can the app store?
Hello Oreo,
Thank you for reaching out. If you want to record a view, you must keep the app open or you can use your phone without closing (quitting) the app. If you log out of your account, no video will be recorded.
You have 500 MB of free cloud storage.
If you have any other questions, please don’t hesitate to contact our customer support at support@ibabylabs.com or at (650) 396- 2436 (M-F 9-5 PM PST). Thank you and have a great rest of your day.
There is a small halo ring that shows during the night vision and interrupts the view of my baby. why does this happen? Any way to remove ?
Hi Elizabeth,
We apologize for the inconvenience this has caused you. It sounds like you may need a replacement of your monitor since it shouldn’t have a halo effect. Please email a screenshot along with a proof of purchase to our support team at support@ibabylabs.com for a replacement. Thank you and have a great rest of you day.
Hi, our night vision function seems impaired. We have unplugged the M7 to reset and cleaned the camera. What else can we try?
Hi Timothy,
Thank you for reaching out to us. If your iBaby monitor’s night vision is not working properly, it may be due to the level of lighting in the environment where the receiving is installed or the amount of power the monitor is receiving. To troubleshoot the night vision, please follow these steps:
1. Please check the lighting of the environment where your iBaby monitor is installed. If there is too much ambient light in the area the night vision may not engage.
2. Make sure your night vision settings are correct by opening the iBabyCare app > Menu > Settings > Display Settings. You will have the option to choose between Auto/ On/ Off, once this is done, please SAVE. You may have to log out, exit your iBabyCare app, and log back in.
3. If a halo effect is being displayed on your iOS or Android device, the iBaby monitor my be pointed at a reflective surface, preventing night vision from activating. Adjust the camera to point away from reflective surfaces.
4. Cover the lens of your iBaby monitor and listen for an audible click, or look for the red infrared (IR) LEDs on the front of you baby monitor that should turn on. If the light do not turn on, the iBaby monitor may not be receiving enough power to turn on the IR lights. Connect the camera to a different power adapter or different power outlet.
5. Finally, please complete a hard reset of the monitor by following these instructions below *SAVE all images/videos before doing a FULL RESET*
Reset Instructions:
1. REMOVE monitor from the iBabyCare app and log out of your account in the iBabyCare app.
Menu>Settings>Delete “iBabyXXXXXXXX” button & Menu>LogOut
2. Unplug iBaby’s power adapter from the wall outlet, or carefully disconnect the iBaby monitor from the power adapter.
Allow at least 10 seconds before plugging the power adapter back into the outlet, or reconnecting the iBaby monitor.
3. Under the USB tab, located at the bottom of your iBaby monitor. Pull tab open, you will then see the USB port and a little black reset button.
Press and HOLD the RESET button for about a minute or until you hear a jingle.
If you are still experiencing the same issues with your monitor, please send an email to our customer support: support@ibabylabs.com with the following information:
* What is your iBaby monitor’s model?
* Who is your ISP (internet service provider)?
* Are you using an iOS or an Android device?
* What is the status light on your iBaby monitor? (Blinking or Solid, please include color(s))
* Where the device was purchased and when? (Proof of purchase)
H ave had and used my iBaby for 5 months now and suddenly it has began blinking red. I read that it is a wifi problem and reset my wifi but it is still blinking. What do I need to do to fix this issue?
Hi Emily,
Thank you for reaching out. You will need to complete a hard reset of your monitor since the LED light is flashing red. Please follow the instructions down below:
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds then let go. You will then hear the iBaby ringtone or the monitor will begin to rotate depending on the model you have. Please wait until the LED light flashes red, then proceed to the next step.
5. Re-install the monitor following the on-screen instructions
If this does not help, please email our customer support at support@ibabylabs.com. Thank you and have a great day!
We are experiencing the screen looking purple when my husband and I view our baby’s nursery the screen is purple. Do know what could be causing this?It just started happening today. It shows up on both or our screens and it makes it difficult to view the baby clearly.
Hi Lyndsay,
We apologize for the inconvenience this is causing you. We know it’s highly important for you and your family to have a functioning monitor.
Since this might be an internal problem, we urge you to contact our customer support team at support@ibabylabs.com or at (650) 396- 2436 (M-F 9-5 PM PST) for troubleshooting information or to explore your options.
Thank you and have a great rest of your day.
Ours is doing the same. Did you find a resolution?
Hi Molly, thank you for reaching out.
Since this might be an issue with the internal monitor, we urge you to contact our customer support team at support@ibabylabs.com or call at (650) 396- 2436 (M-F 9-5 PM PST). They will be able to offer your more information on how to fix these issues. Thank you and have a great rest of your day.
The pause button does not work when playing music. It has the circular loading sign over it. The only way to stop the music/noise is to start listening or speaking. Is there a fix for this?
Hi Matt,
Thank you for reaching out. I believe a hard rest of the monitor will help this matter. Please follow the instructions below.
*Before resetting, please save any images or videos from the App to your camera roll as they will be deleted when the monitor is reset to factory settings.*
1. Delete Your iBaby Camera form the app. (Settings > Delete Button)
2. Log Out of the iBaby Care App
3. Delete the App
4. Reset the monitor by holding the reset button for 30 seconds until you hear the iBaby jingle.
5. Download the iBaby Care App from the App store
6. Install the monitor following the on-screen instructions
If this reset does not help, please reach out to our customer support team at support@ibabylabs.com or at (650) 396- 2436 (M-F 9-5 PM PST), they will be more than glad to help troubleshoot this matter. Thank you and have a great rest of your day.
The iBaby Android app does not work well with the new version of Android 9. I keep having to uninstall and reinstall the app to get it to work. It’s really annoying.
Hi Brian,
I sincerely apologize for the inconvenience this has caused you. Here at iBaby we understand that having a functioning baby monitor is crucial for you and your family.
We have arranged for you to download the test app until the App is uploaded to the Google Play Store (The App will be uploaded by Friday).
Please download the test app by going to this link:
fir.im/M6sAndroidTest
Password:ibabylabs123
Please let me know if you have any trouble. Thank you and have a great rest of your day.
How do I down load the most updated filmwear version? I no longer have control of the listening function.
Hi Johannah,
To update your firmware, you must first exit out of the App, then proceed to unplug the monitor and immediately plug it back. Please wait 5 minutes for the monitor to download any new firmware updates without opening the iBaby Care App.
Once the five minutes are up, you can open the app and check the camera firmware update by going into settings > camera & App information.
As for you not being able to have control of the listening function, please make sure that if you’re an invited user that the account owner has given you access to the listen feature. This can be done on their phone by going into settings > invite & view users and then tapping on your email address.
The account owner then has the ability to provide you with the listening function.
If none of these steps help solve this matter, please reach out to our customer support team at support@ibabylabs.com or at (650) 396- 2436 (M-F 9-5 PM PST).
I just bought a M7 and tried to configure it using an iPhone with iOS 12. I’m struggled in a screen that says “We are now Activating your monitor” what a I should do? I tried hard reset but I got the same problem.
Hi Fernando, I do apologize for this inconvenience. We understand that having a functioning baby monitor is crucial for you and your family. Please, I urge you to email our customer support team at suppport@ibabylabs.com. They will guide you through some important steps that will help you with your iBaby monitor on iOS 12,
Option #2: If you have an older iOS device with iOS 11 or under, please install your monitor through it. This will then allow you to install your iBaby monitor without any issues and to use it on iOS 12.
Thank you and have a great rest of your day.
Hi I love your product and currently have 5 different cameras set up for our little baby! But I currently just updated my iPhone to ios 12 and all of them suddenly stopped working. How long and are your app developers working on a update/patch for the new ios 12???
Hi Wachira, I apologize for the inconvenience this has caused you. Here at iBaby we know that it’s highly important to have a functioning baby monitor for your family. I have forwarded your email to our customer support team and you should receive a message from them soon. Thank you and have a great rest of your day.
It doesn’t seem as if the iBaby recognizes that I am connected to WiFi. I have deleted app and reinstalled, unplugged my WiFi and tried reconnecting in the same room, I have also tried contacting you guys via email and phone and have had no response. The red light is steady… I reset I IBaby as well!
Hi Sonia, I apologize for the inconvenience this has caused you. We understand that having a functioning baby monitor is crucial for you and your family. Unfortunately, since Apple has yet to release an iOS 12.1 update, the bug is still preventing iBaby monitors from installing. It is estimated that Apple will release an update in the upcoming week. I will forward your email to our customer service tech with the options you have in order to resolve this issue. Thank you and have a great rest of your day.
My wife & I both use iPhones with the new iOS 12. We just bought the iBaby M6s but cannot get the app to setup. We have reset every step in the process but are stuck at “We are now activating your monitor”. Is there an interference issue?
Hi Cavin,
I apologize for the inconvenience this has caused you. Have you updated your iPhone to the most recent iOS update (iOS 12.1). This update should fix any installation issues you may be facing. If that’s not the case, and you do have iOS 12.1 installed, please reach out to our customer support team at support@ibabylabs.com or at (650) 396- 2436 (M-F 9-5 PM PST). Thank you and have a great rest of your day.
Connectivity is excellent. However on iPad, there is barely any sound (we tried Bluetooth speaker as well). Newest app download and latest iOS . Any suggestions before we return?
Hi Ian,
I’m so sorry for the inconvenience. When using your iBaby Monitor, please make sure that the volume on your phone or iPad is turned up to the highest level. Our monitors sound will go as loud as your device.
Please reach out to our customer support team if turning up the volume on your device does not work or if it is abnormally low. They will be able to offer you further troubleshooting instructions. You can reach them at support@ibabylabs.com or at (650) 396- 2436 (M-F 9-5 PM PST).
Thank you and have a great rest of your day.
Hello,
I wanted to ask whether the iBaby comes with continuous audio monitoring even when your phone is locked or ‘asleep’, so that I can get notified of any noises or crying even when I´m not looking at the video feed myself using the app. Also, does it auto record clips of noise /movement events and saves them for me to review later on? Thanks!
Hi Maria,
Yes, you can still listen/ hear your iBaby monitor if your phone is locked or if you’re on a different App. But you will have to make sure that the iBabyCare App is running in the background. The iBaby Monitor can also record 15-second video clip if noise or movement is detected if you choose this option in Alert Settings.
If you have any other questions, please don’t hesitate to reach back to us or our support team at support@ibabylabs.com. Thank you and have a great rest of your day.
Hello, I keep getting an error message 17003 and it will not install the device, what shall I do?
Hi Nadia,
I’m so sorry for the inconvenience this has caused you. Before installing the monitor on the app, you have to make sure you hear the iBaby monitor jingle. If you do not wait, this error code will pop up.
Please reset the monitor by holding the black reset button (behind the monitor) for 30-second until you hear the sound. Once you do, wait until the back LED light is flashing red. Then click next on the App installation and follow the instructions.
If this does not help, please reach out to our customer support team at support@ibabylabs.com. They will be glad to troubleshoot your monitor further. Thank you and have a great rest of your day.
When I put the monitor M7 in the listening mode the sound is very low I cant hear the crying.
Hi Khalid, thank you for reaching out. The volume of your iBaby is controlled by your phone. So when you feel the sound is too low, please press the up button to turn up the volume.
If you have any other questions, please don’t hesitate to contact our customer support at support@ibabylabs.com. Thank you and have a great day.
Our connection is great, our night vision works well but when we record, we get audio but the video remains frozen from when we start recording the entire time.
Hi Jennifer, I apologize for the inconvenience this has caused you. Please unplug and plug the monitor back in (re-start). If this does not help at all, a hard reset of the monitor will be needed.
Please follow the instructions below to complete a hard reset of your iBaby Monitor.
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone.
5. Re-install the monitor following the on-screen instructions
If none of these steps help with your issue, please reach out to our customer support at support@ibabylabs.com or at (650) 396- 2436 (M-F 9-5 PM PST).They will have more information on how to move forward. Thank you and have a great rest of your day.
Hello – we own an M7 and I am unable to reset as its not powering on. It appears the monitor isn’t being powered as the LED is not turning on. Can you please advice on how to get it going again? I’ve rotated it around different power outlets in our house. Thank you.
Arnel
Hi Stephanie, I’m so sorry to hear this. We know it’s extremely crucial to have your iBaby monitor functioning properly.
Can you please send our site manager (jerry.jing@ibabylabs.com) an email with a video of this issue. We will need to figure out if this is a problem with the iBaby Care M7 monitor or with the power adapter. Thank you!
Hi Karen – thanks for the note. I have sent Jerry the video as described and he was going to replace the unit and send us shipping details for returning our old unit. Its now been several weeks of emailing Jerry without response. Can you please let us know what’s happening.
Thank you.
Hi Arnel, I’m so sorry to hear about this delay in your replacement process.
Can you please provide me the email address you used to correspond with Jerry? Thank you!
Hello,
We have the iBaby Care M7 and have been receiving Odor Detection alerts. CO2 to be exact. We had another CO2 monitor in our basement by the hot water heater and moved it next to the iBaby Care M7. It did not alarm. We bought an additional CO2 detector and it did not alarm either. The readings have been all over the place and will change from Excellent to Moderate to Unhealthy in a matter of minutes. We also have a “moderate” air quailty reading most of the time. What causes this?
These are obviously a scary alerts. What exactly does the “Air Quality” gage test for?
Any information will be appreciated.
Thank you.
Hi Hannah, we apologize for the confusion and fear this might have caused in your household.
However, you do not have to worry about air quality. Any temperature fluctuation or scent can trigger a warning from your iBaby monitor. This can include nail polish varnish, cigarette smoke or even dust particles in the room. It is most likely that the room was too stuffy and the monitor picked that up. To test this make sure that you have ventilation in the room, if there is not enough circulation it will send you an alert. You can open a window/turn on a fan and watch the VOC alert go back to normal.
If you have any more questions or concerns, please don’t hesitate to contact our customer at support@ibabylabs.com or at (650) 396-2436 (M-F 9-5 PM PST). Thank you and have a great rest of your day.
My monitor continues to disconnect and has to be unplugged and plugged back in at least 3 times before it begins working again. This recently increased and nothing has been changed as far as WiFi and home products are concerned. Any suggestions other than WiFi?
Hi Ashley, we apologize for the inconvenience this has caused you. We understand that it can be frustrating when your iBaby monitor is not properly working. However, I believe a hard reset of your monitor and your router will help with the connection issues. Please follow these instructions below:
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone.
5. Re-install the monitor following the on-screen instructions (Users have reported higher success with their internet connection if you use the 2.4 GHz band when installing).
If none of these steps help, please email our customer support at support@ibabylabs.com or at (650) 396-2436 (M-F 9-5 PM PST). They will be able to offer more troubleshooting steps and/or explore what options you may have. Thank you and have a great rest of your day.
Keren,
I have been trying to reach out to customer service both to the email address you Provided above and over phone during business hours (I just left a voicemail 5 minutes ago at 912AM, pacific time Monday July 22). I have been having difficulty connecting both my monitors to the internet after switching out my WiFi router. All other devices at home continue to work and our network speed has been increases by 200 kbs. Please advise how to get in touch to resolve this issue, I have been reaching out since Tuesday July 16. I also posted on Friday July 19 and donot see my question on the site so assume it was not received.
Hi Chiaying,
I apologize for the lack of response from our customer support. This is clearly unacceptable and I will forward your comment to our customer support manager. However, I believe that if you follow these instructions below, you will be able to install your monitors again.
Since you have changed your router, you will need to complete a hard reset of both your monitors. This is so the iBaby monitors forget the old Wi-Fi and can pick up the new one.
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
Repeat these instructions for each monitor:
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone or the LED light is blinking red.
5. Re-install the monitor following the on-screen instructions (Usually customers have more success installing on the 2.4 GHz Wi-Fi band).
If this does not help, please comment back your phone number and we will reach out to you. Thank you and have a great rest of your day.
Hi, is there a way to lock the camera to a particular position through a unique password or something? We don’t like the camera to see any other things inside the room unless it is us who have authorized it. ( especially when we give access to others)
I am a new buyer received it today! Excited to use it!
Hi Raghunandan, We’re so excited to have you try out our iBaby Care M7! We’re sure you’re going to love it.
Once you invite users to view the monitor, as camera owner, you have the power to prevent those invited users from rotating or moving the monitor. So, the monitor will only move when you or anyone who has access to wants to move it.
If you have any other questions, please don’t hesitate to contact our customer support at support@ibabylabs.com. Thank you an
Hi,
We are so pleased with the modern vibe of this product! Other baby-calls are so old-school compared to this. The image is so clear and I love that we can move the camera from the screen. Very cool.
We encountered one problem though. I’m trying to get my fiancé to see the monitor from his iPhone XS, by sending him the invite, using his email address. However, he never receives the email invite in his inbox for some reason. We have tried two different email adresses with no success. How do we make this work?
Hi Hanne, I’m so sorry for the inconvenience this has caused you.
Generally, to invite users you will need to tap on the menu button on the top left hand side of the iBaby Care app.Then select View & Invite Users. This is where you can invite anyone by email as well as modify their access level.
But since your fiancé is having difficulty receiving the email, please download the iBaby Care app on their iPhone and create an account. Then invite your fiancé by following the steps above with the email address they used to create an account.
ATTENTION: iBaby Care app and iBaby website are two different platforms. The account you used on iBaby website does not grant you a login access on the iBaby Care App. You need to create a new account. Please let us know if we can assist you further.
Hi, if I want to set up the camera over the center of the crib… how does the camera know to always begin facing one specific spot? Can you set it to remain in place unless manually repositioned?
Hi Rebecca, thank you for reaching out. The monitor can be remotely moved through the app by swipping up, down, left and right. The iBaby M7 can rotate 360° and can move up and down 140°. If you need any more help, please don’t hesitate to reach back out. Thank you and have a great rest of your day.
Recently went out of town and took our camera with us, worked fine. Now we are home and went to set it up and it’s completely dead, no power whatsoever, we verified outlet is working, tried a different outlet and even tried a different cord…. literally nothing turns on. We have also tried to reset it. Please help!
Amber
Hi Amber, I’m apologize for the inconvenience this has caused you. This definitely should not be happening to your monitor. Can you please email our customer support with this information as soon as possible. This will most likely require a replacement of the monitor. You can reach out to them at support@ibabylabs.com or by phone at (650) 396- 2436 (M-F 9-5 PM PDT). Thank you and have a great rest of your day.
“The certificate for this server is invalid. You might be connecting to a server that is pretending to be aapiibc.ibabycloud.com which could put your confidential information at risk.” error occurs when connecting to iBabyCare app. What’s the fix?
My view log is no longer current. The latest view it shows is 3 weeks ago, when obviously we look at it nightly. Why is it no longer tracking views?
The camera is not working and it shows a gray squiggly picture.
Hi Brooke,
I’m sorry to hear that your iBaby Care M7 is now functioning properly. This definitely should not be happening. Please email our customer support at support@ibabylabs.com with screenshots of your video feed and the issue you are encountering.They will be able to offer you more insight on how to move forward and solve this issue. Thank you and hope you have a great day.
how can i connet the ibaby monitor m7 with a windows tablet?
Hi Jose, thank you for reaching out. Unfortunately, our iBaby Care App is not on the Microsoft App Store. It is currently only on the Apple App Store and Google Play Store. However, if your tablet can download online software, we do have the windows app available for download here: https://ibabylabs.com/support/
Thank you and have a great day.
My camera feed will stop loading to my phone and when I go into my babies room, the monitor has a red ring glowing on the front. It’s happened the past two nights and I just end up unplugging it because it really creeps me out. Any idea what is going on?
Hi Mandy, I’m so sorry to hear that the issues you’re encountering with your iBaby monitor are frightening.
Since the video feed is not loading it makes me think it’s an issue with the router. What color is the LED light? If the LED light behind the monitor is red, please complete a hard reset with the instructions below. If the LED light is green, simply unplugging and plugging back in the power adapter will help you see the video feed again.
*The red ring showing on the front of the monitor is the night vision. This is required to be able to see your baby in the dark. However, if you think this is far too bright and may be a concerning issue, please email our customer support at support@ibabylabs.com with a picture of the monitor under night vision.
Hard Reset Instructions:
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone or until the LED light behind your monitor is flashing red
5. Re-install the monitor following the on-screen instructions
Dear ibaby Team, my Support case [80594] did not get answered yet. Could you check?
Hi Ulrich, I’m sorry for the lack of response our support team has had with you. I have forwarded your ticket # to our customer support manager and you should receive a response soon. Thank you for your patience. Have a great rest of your day.
My viewer log is no longer capturing new views. It doesn’t show any new views for the past month. How can this be fixed?
Hi Laura, Thank you for reaching out. The iBaby Care App should definitely be recording the views. Are you the account owner? If not, this is something only the account owner can have access to. If this is not the case and you are the account owner, please email our customer support at support@ibabylabs.com. They can offer you more information on how to fix this issue. Thank you!
Purchased the monitor in April for the birth of my second daughter. Love the monitor and used it almost every day to check on the wife and baby from work. After taking it to a friends house and showing them how cool it was, I brought it home and attempted to get it going. After attempting to get it connected I realized it’s not getting power. Tried resetting it and deleting it from the app to no success. Took it to a friend at work who is much more tech savvy then myself and he is saying the power port has a little plug that goes into the end of the cord to make connection for power. The connection piece is missing. Is this something that is covered under warranty? I purchased it from amazon in April this year.
Thanks,
Justin
Hi Justin, I’m so sorry to hear that your monitor is no longer turning on.
Yes, you’re definitely covered under the 1-year warranty to receive a replacement power adapter. Please email our customer support with the subject line “Replacement Power Adapter 1-year warranty” with a screenshot of your Amazon order as a proof of purchase. Thank you and I hope you have a great rest of your day.
Hi.
I cannot get the music to play on the monitor through the app.
Whenever I hit play on any song in the app, the loading symbol comes up and just spins forever.
I cannot get any song or sound to load. Other than this, I am really happy with the overall functionality of the monitor
Hi Ryan,
I’m so sorry for this inconvenience. We know it’s important for you to have the music function properly working.
Are you an invited user? If you are please make sure that the account owner (person who first installed the monitor) has given you access to play and control the music function.However, if you are the account owner and you cannot play music please email our customer support at support@ibabylabs.com.
Thank you and have a great rest of your day.
Any song or sound I play “plays” but the volume isn’t working. Husband tried controlling it from his phone, and we had the same issue. How can we fix this?
Hi Katie, I’m so sorry that this important feature on your iBaby is not functioning properly.
Are you able to use the listen/speak function? If not, this might be a problem with the speakers. However, if you can still hear and listen, but it’s just really low, please make sure that the sound settings on your phone are set to the highest setting. Usually you can do this by going into settings > sounds depending on what phone you have.
If you may think it’s the speakers, please send a small video clip with your problem to support@ibabylabs.com. Thank you and I hope you have a wonderful day!
Hi Keren,
We bought the iBaby M7 in March and really loved it for our newborn. It worked very well!
But yesterday (after 4 months of use), it just stopped working completely and wouldn’t turn on – no LED light near the power connector and of course nothing displayed in the app. What happened was that I unplugged the iBaby M7 camera from the wall power socket in the baby’s room and took it/plugged it into another room (which worked fine and which I have done multiple times). Then when I plugged it back into the baby room, in the same wall power socket, nothing happened. Instead of the LED light flashing from red to green and the camera head rotating, nothing happened. Initially I thought there was something wrong with my wall power socket but I confirm that there’s nothing wrong. I tried the other room’s wall power socket, which had just worked, but had no luck as the iBaby M7 camera wouldn’t turn on. I tried plugging and unplugging it again today and still nothing.
Can you help me in advising what I should do as we’ve only had it for 4 months and should be under warranty? I bought it online on Galaxus (Switzerland’s Amazon).
Thanks in advance for your help.
Hi Ting, I’m so sorry to hear that your monitor is no longer powering on.
We’re happy to tell you that you’re definitely covered under our 1-year warranty. However, we first need to figure out what is preventing the monitor from powering on: the power adapter or the actual monitor. If you have an extra power adapter that would fit the iBaby, please try and test if this turns the monitor on. If it powers on it means you need the power adapter replaced.
If you don’t have an extra power cord, record a small clip of the monitor plugged in with the power adapter and email it to our customer support. They will then guide you through the replacement process.
Thank you and have a great rest of your day.
Hi Keren,
Thanks for your reply!
When you say an extra power adapter that would fit the iBaby, can I try the power cord that I use to charge my BOSE headphones as they seem to fit? Would it be compatible in terms of power wattage?
Thanks again for your help and have a nice day!
Hi Ting,
I’m glad I can be of some help.
Yes, please use that power adapter to test if the iBaby powers on. If it doesn’t, then we know it’s an issue with the monitor itself and not the power adapter. You will then get your replacement once you email our customer support at support@ibabylabs.com.
Thank you! Have a good one.
I Have the iBaby Care M7 and have installed the app on windows 10. I am able to see video for about 6 seconds then the video just freezes with a still image. I then have to close both ibaby programs and log in again to see another 6 seconds of video. Is this a known issue?
Hi Walter, thank you for reaching out and letting us know about this. I will forward this message to our engineers and will get back to you with an update. Thank you.
I’m super disappointed. We loved this monitor, but have been unable to get tit to work recently. We have gone through all the trouble shooting to fix our M7. Nothing has worked. What is the warranty on the unit? If our monitor is out of warranty, is it possible to get a discount to buy a new monitor?
Hi Katie, I’m so sorry for the hassle this has caused you. How long has it been since you purchased your iBaby Care M7? If it’s under one year, you can receive a replacement monitor. However, if you are past the warranty date, we can offer you 30% off the M7 or M7 Lite with code upgrade. Or if you prefer a different monitor, please let me know and we will create a coupon depending on the monitor.
Thank you!
We’ve had the monitor for a year and half I think. Can I send you the serial number to confirm? We will most likely just replace the M7.
Hi Katie,
Unfortunately since the monitor is over the one-year warranty you are not covered. By any chance, did you happen to purchase an extended warranty with your M7? If so, you would still be covered with that. However, if you didn’t and you would still like to purchase an M7 I can offer you 30% off with the code ‘katie30’.
Thank you!
hello.. may i know if i should switch off the monitor when not in use? or should i just leave it on? please advice thanks.
Hi Justina,
Thank you for reaching out. You don’t need to unplug the monitor when it’s not in use. If you turn it off or unplug it, you won’t be able to access the video feed if you go out or want to access it remotely.
However, if you feel more comfortable if the monitor is turned off, you can do so by going into settings > power OFF
If you have any other questions, please don’t hesitate to come back again. Thank you and have a great rest of your day.
We’ve had the monitor for a week. The sound alert stopped working two days ago and our settings are still the same. Has anyone experienced this?
Hi Rhema, I’m sorry to hear that this is happening to your brand new monitor.
Could there be an invited user that is changing the alerts settings? Make sure that they are not changing any settings without you knowing about it. However, if this is not the case, email our customer support at support@ibabylabs.com or call us at (650) 396-2436 (M-F 9-7:30pm PDT). Thank you!
How do I change the wifi username and password in the camera if I’m traveling ?
Hi Martin,
Thank you for reaching out. Whenever you want to travel and take your iBaby monitor, you will need to complete a hard reset of the monitor so it can forget the old Wi-Fi connection and pick up the new.
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone.
5. Re-install the monitor by following the on-screen instructions once you reach your destination with the new Wi-Fi.
If you have any questions, please don’t hesitate to contact us again. Thank you and have a great rest of your day.
We’ve had our monitor for 9 months now and our camera appears to have gone cloudy at night and it’s hard to get our son in focus. (the camera lense is not dirty).
The monitor is mounted up high pointing down towards our son.
Could something be wrong with the night vision?
Hi Tiffany, I’m sorry to hear that your night vision is not working properly.
Since this might be an issue with the monitor, and you’re still under the 1-year warranty, I urge you to message our customer support at support@ibabylabs.com to initiate a replacement. Along with your message, make sure to send them a screenshot of the proof of purchase.
Thank you and have a great rest of your day!
I am trying to get the IBaby Care App for Windows PC to work. I have installed it twice on my PC but every time I enter in my email and password, then click on “Login”, nothing happens. I then left the email line blank to see if it would give me an error, and it did, saying that I need to enter a password. But when I do, it still doesn’t do anything.
Hi there, thank you for letting us know. I have forwarded this to our engineers and I’m waiting for a solution from them. Once I hear back, I will reach out to you again. Thank you!
For the past two days my app keeps crashing every hour or so. I am unable to sleep as I have to keep reopening the app the monitor my child.
Hi Erica, I’m so sorry for the inconvenience this issue has caused you. We understand it cane be frustrating to not have a functioning baby monitor.
Have you recently made any changes to your home Wi-Fi? Sometimes, customers can experience issues after modifying their settings. If that’s not the case, please reset both your Wi-Fi router and your iBaby monitor. I believe this will restore your iBaby monitor.
** Before you complete the reset, please save any images or videos in the iBaby gallery to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone.
5. Re-install the monitor following the on-screen instructions
Please let us know if this helped. If not, we urge you to email our customer support at support@ibabylabs.com or call at (650) 396-2436 (M-F 9-7:30 PM). Thank you and have a great rest of your day.
Hi Karen,
It seems like it’s the app crashing and not the monitor? Could it be the monitor causing this? We recently went on vacation and were having the same issue on that different WiFi as well. I am currently using an iPad during the night, could it be something with the iPad app?
Hi Erica,
I’m so sorry for the late response. I have just gotten word back from our engineers and they have released a new app update that will fix the issue you have encountered with the iBaby Care App. Please update it and let me know if the issue persists. If it does, I will need to forward your contact information to our support team for more technical help. Thank you and have a great rest of your day.
Hi,
Our ibaby M7 temperature sensor is off.
It is currently reading 2.5 degrees Celsius higher than our home thermostats, and 15% lower in humidity.
Is there a fix for this or should we return it?
Hi Karl,
Thank you for reaching out. Usually, iBaby monitors will read a couple degrees higher than normal since the motor on the monitor is located near the temperature gauge on the base. However, it seems like your monitor is reading a really high temperature. Please email our customer support since this may require a base replacement. You can reach them at support@ibabylabs.com or at (650) 396-2436 (M-F 9-5 PM PDT).
Thank you and have a great rest of your day.
My baby reached the camera and separated the lens from the body… I put it together, but the light is red (no flashing)
It is not connected to the app. What can I do?
Hi Lilia, I’m so sorry to hear that.
Sometime accidents do happen and if dropped the head will pop out. However, if the cords weren’t damaged the monitor should be working.
The red light on the back of the monitor means that there is no internet connection available. That’s why you cannot view or access the monitor’s video feed. So, to fix this I suggest you complete a hard reset of the monitor following the instructions below:
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone.
5. Re-install the monitor following the on-screen instructions
Please let me know if this helps your issue. Thank you and have a great rest of your day.
Temperature/ humidity is not working, just says no base. All pins are in place with the monitor sitting in the base. What should I do?
Hi Sam,
Thank you for reaching out. Please try pressing down on the pins because they get can get stuck overtime. If this doesn’t help at all, you may need to get a replacement base (if you’re under the 1-year warranty) from our customer support. You can reach them at support@ibabylabs.com.
Thank you and have a great rest of your day.
I have the iBaby M7 and it has worked perfectly for the past 16 months. However, in the last two weeks, the iOS app keeps crashing. I’ve tried this on multiple devices (2iPhones, 3 iPads). And they all crash after a few hours.
This seems to be an issue with other users if you read the recent Apple AppStore reviews.
Is there an app update you can make to resolve this issue? Right now I cannot rely on the iBaby as it crashes during the night.
Hi Elliot,
I’m so sorry for this huge inconvenience. We have released an app update that will fix all of the issues you have experienced with your monitor.
Thank you!
Hi we’ve had this camera for almost two years now and just suddenly, in the middle of the night, the monitor started displaying “noise” (random dot pixel pattern). Can’t find how to trouble shoot this?
Hi Anura,
Thank you for reaching out.
I’m sorry that your monitor is not showing a clear image as it used to. This might be an issue with the lens of the monitor. However, to get a clearer response, I urge you to email our support with some screenshots when this happens. That way you will get a clear and fast solution.
I’m sorry again for the inconvenience. Thank you and I hope you have a wonderful rest of your day.
How do I turn it off when not in use? I have been unplugging it but then when I plug it back in I’m having issues with lag time and notifications, but if I leave it on it constantly goes off with notifications if I want to stay in the room.
Hi Morgan,
Thank you for reaching out. Yes, you can turn the monitor on or off without having to unplug the monitor each time. Just head into settings > Device Settings > Power OFF. Then just toggle ‘On’ the Power OFF button to turn off the monitor.
If you have any other questions, please don’t hesitate to come back again. Thank you and have a great rest of your day.
Ever since I updated to iOS 13 background notifications don’t work. This is a huge issue and I’m about to replace the device! Can anyone help?
Hi Jonathan,
I deeply apologize for this huge inconvenience. We that it’s critical that you have your baby monitor functioning properly. After a few reports, we have become aware that the iBaby Care App keeps crashing. This is not something that usually happens with our iBaby monitors.
However, our engineers are working to submit a new app update which will be released later today and will resolve this issue entirely.
We appreciate your patience. Please keep an eye out for any App updates.
Thank you!
Is there a firmware update available on M7? I hear clicking sounds as if a picture is been taken or video when I am in the room.
Hi Adriana,
Thank you for reaching out. The clicking sound you hear is the night vision turning on. This usually happens when there’s a fluctuation in light that causes the night vision to turn on. An example of this is leaving the monitor in a dark room and leaving a bright tv on.
If you think that something is just not right with the monitor please reach out to our customer support at support@ibabylabs.com with a small video clip of the clicking. They will then be able to offer you some troubleshooting steps. Thank you and have a great rest of your day.
We’ve had the M7 since May and it’s worked pretty well without much trouble, but recently it’s begun clicking at random and will only stop it unplugged. Yesterday it also began doing this funky think during the day where it was cycling through night mode and regular mode and some wild-looking pink-hued screen all very rapidly. And it was also clicking while doing this. Please advise.
Hi Margaret,
thank you for reaching out. This definitely sounds like an issue with the lens. Please email our customer support team with a brief description or a small video of the issue and they will reply with the options you may have to solve this issue. You can reach them at support@ibabylabs.com. Thank you and have a great rest of your day.
Hi. How do I set the upper temperature alert range for this device to be lower than 35 degrees? I can set the lower alert to any value. For the upper alert I can move the slider to any value, but it resets back to 35 degrees after I save the setting.
Hi Bob,
Thank you so much for reaching out. I apologize for the difficulty you’ve experienced setting the temperature alert. I believed a hard reset of the monitor will help fix this issue. Also, please make sure that your base is properly inserted (temperature/humidity readings are controlled by the base).
To reset your monitor, please follow these instructions:
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds until you hear the iBaby ringtone.
5. Re-install the monitor following the on-screen instructions
If this doesn’t help, please reach out to our iBaby support team with a screen recording of the app reseting your alert. You can reach them at support@ibabylabs.com. Thank you so much and I hope you have a great rest of your day.
Hi, do you know if the iBaby Care M7 is compatible with 220v?
I am living in US (110v) but I need to travel to a country that has 220v.
Do I only need to use an adapter, or I need to buy a transformer for 220v?
Thanks!
Hi Sebastian, thank you for reaching out.
The iBaby Care M7 is not compatible with 220v since it is made to fit US receptacles. So you will need to purchase a separate adapter in order to use the M7 in other countries.
Thank you and hope you have a great rest of your day.
We recently installed a second iBaby Care M7 for our newborn son. The first one used for our daughter works fine, but on the new second device the speaker does not work, meaning that when we try to speak to our son via the app no sound comes from the M7 device. The microphone does work, and we can hear him via the app. Our first device does not have this problem. We’ve reset the second device but the speaker still does not work.
Hi Dan,
I’m sorry to hear the speaker on your new iBaby isn’t working. This definitley should not be happening given that it’s a new monitor. I recommend that you take a video of this issue and email it to our customer support at support@ibabylabs.com. They will then guide you through more steps to troubleshoot it or guide you through a replacement.
Thank you and have a great rest of your day.
Hi Karen,
Thanks for the response, but how is a video going to show that the speaker does not work?
Hi Dan,
I want you to show our support team a short video clip so they can understand that you can listen to your baby, but you can’t use the speak feature. And also because I don’t think it’s a problem with the speaker since you can hear your baby. If there were an issue with the speakers, you wouldn’t be able to hear anything at all.
From past experiences with other customers, the more information our team has, the quicker you can get the issue resolved.
But if you don’t want to take a video, please send them a description of the issue.
Thank you! Have a great rest of your day.
My pictures and video from my media gallery is gone !? 🙁 what happened where did it go ?!
Hi Sarah,
I’m so sorry that all your images disappeared. By any chance did you reset your monitor? Usually, when there’s a reset you will need to save your images beforehand because the monitor will erase everything. And sadly after all images and videos are deleted, there’s no way to recover them.
If you would like further information about this, please reach out to our customer support at support@ibabylabs.com. I’m so sorry again about this inconvenience.
Dear support,
I bought the iBabyCare M7, it is an incredible product .
I was just wondering that in case I lose my internet connection (but the WiFi is still on) at night, will I still be able to hear/see my baby?
Our internet connection is not very stable but was wondering if the M7 will stream directly to my mobile without passing by the internet.
Hi Adel,
Thank you so much, we’re glad that you’re enjoying your iBaby Care M7.
If your monitor is connected to your home Wi-Fi, you will still be able to view your monitor with your phone’s LTE data. However, if there’s no Wi-Fi, your monitor will not be function properly since it needs an Internet connection.
If you have any more questions about this, you can reach out to our support via email at support@ibabylabs.com. Thank you and we hope you have a great rest of your day.
Hello, i have some trouble with my ibaby monitor M6. It works properly at home wi-fi, but stops working on LTE. I tryed to log out and create a new accout. Also i tryed to reset. But nothing was helped. What shoul i do? It stated 2 days ago.
Hi Alina,
I’m so sorry to hear this is happening to you. Can you try lowering the resolution of the video feed? Sometimes, LTE data can have a weak signal and if the monitor is set to a high resolution, it will only show up as a loading black screen.
To lower the resolution open the iBaby Care App > Device Settings > Display Settings > Video Resolution.
If this does not help you view your monitor on LTE data, please email our customer support at support@ibabylabs.com for more troubleshooting information. Thank you and have a great rest of your day.
Hi There,
I just purchased an iBaby M7 monitor and set it up. Everything is working great except it reports that there is no base so it won’t display temperature/humidity settings. I’ve hard reset the monitor twice and deleted my app but nothing seems to work. I’ve made sure the base lines up and all pins are in but no luck. What do I need to do for that setting to work properly? Thanks!
Hi Georgia,
I’m so sorry to hear that your iBaby’s base is not working. Please reach out to our support team at support@ibabylabs.com for a replacement base.
Thank you and have a great day!
Thank you!
Can the alert settings be different between users? I want to be able to get an alert when my baby cries but my husband doesn’t need to get it when he is at work. It seems like whatever settings I have he has to have. Can This be changed?
Hi Monica,
Thank you for reaching out.
Unfortunately at the moment, there is no way for invited users to have their own alert settings. I will forward this idea to our engineering team so we can implement it into a future update.
Thank you and I hope you have a great rest of your day.
Is there some way to make the app just give one notification at a time? When I have sound alerts turned on, the app likes to send me three notifications at once every time it goes off (one notification sound, but three separate icons popping up on my phone that need to be independently dismissed). I just need the one!
Hi Robert,
I’m so sorry to hear that you keep getting alert notifications. The monitor/app will send you a sound notification with an alert each separate time the sound alert is triggered. If you don’t want to receive as many notifications, we suggest you change the sensitivity settings to the lowest level. This will help avoid getting false alerts.
Thank you! Hope you have a great rest of your day.
Hello,
I have the M7 since one month and I love it very much but I have 3 questions:
– temperature sensor always show higher value than real temperature, I have used multiple sensors and price 2-2.5 degrees Celsius on camera more than actual. Can I fix this?
– is there a manual?
– what does the button on the base do?
Hi Adel,
We’re so happy to hear that you are enjoying our iBaby Care M7. To answer your questions:
1. Temperature readings are usually one or two degrees higher since the motor of the monitor and the temperature gauge are near each other.
2. There is a manual. You can view and download it on the support page for the M7.
3. When pressed, the button on the base will call your telephone so you can easily locate it.
Thank you! We hope you continue enjoying your monitor. Have a great rest of your day.
Hi,
after about a year of owning the M7, I have to say that it is a great device!
My only problem is with the app (iOS) that crashes frequently after re-launch. Annoying yes, but not a major issue.
I have a couple of questions/requests:
– Are there plans to develop a MacOS app? It would be nice to be able to view the baby from the computer without having to pick up the phone… I see there is a Windows app now. What about a MacOS one?
– Any chance/possibility to support Apple HomeKit? It would be more than welcome, and we wouldn’t need the MacApp in this case 😉
Hi Georgios,
Thank you for reaching out to us. The app definitely should not crash after you launch it. Can you please send an email to our support team to let them know when and how this happens so they can solve it for you. And to answer your questions:
1. We are planning to develop a Mac iBaby Care App. However, this is still under development. If you would like to test it out, let me know and we can send this to your email.
2. We’re currently not Apple HomeKit certified, but I will definitely forward this suggestion to our developers for future development.
Thank you for all your suggestions. Have a great rest of your day.
I tried the customer service number several times. No one ever seems to answer. I have wasted hours trying to activate the iBaby monitor 7 on different devices and resetting my router and the iBaby device.No success. Very disappointed. And no help whatsover from the “support” team.
Hi Andy, I’m so sorry to hear that you cannot install your brand new iBaby monitor.
What is the color LED light behind your monitor? If it’s not flashing red, please press the reset button (located on the back of the monitor) until you hear a jingle or the monitor rotates.
After you do this, we recommend setting your Wi-Fi to the 2.4 GHz band, since most of our customers report higher installation success.
If none of this works, please reply to me with your telephone number and I will have our customer support team reach out to you as soon as possible. Thank you!
I have a 2-day old M7 that has issues with the motion sensor being unresponsive. It responds sometimes, but most of the time there is no alert. I have tried different sensitivity settings and alert settings. Is there someone I can speak with on the phone to troubleshoot? Thank you.
Hi Chi,
I’m so sorry to hear you’re having problems with your brand new iBaby Care M7. Please reach out to our support team by phone at (650) 396- 2436 (M-F 9-5 PM PDT). Also, if you’d like us to call you, please reply to this message with your telephone number I will have our team call you.
Thank you!
Hi there!
How do you fix the “no base” reading for humidity and temp? I just Set this up 30 minutes ago so is it too soon?
Hi Lonnita,
I’m sorry to hear that you’re getting the no base reading. Please try pressing down on the pins since they can sometimes get stuck and show you this message instead. If pressing the pins does not help, please email our customer support at support@ibabylabs.com for a replacement since this shouldn’t happen straight out of the box.
Thank you!
While im at work can i use my smart phone to see live feed from the ibaby
Hi Matt, thank you for reaching out.
Yes! You can remotely view the live video feed from your monitor while you’re at work or from any location as long as you have access to LTE data or any available Wi-FI.
Hello,
Was is the battery life in hours for the ibaby care M7? and must we have the camera plugged into a power source throughout?
Hi Fahad,
Thank you for reaching out. The iBaby M7 must remain plugged in at all times in order to be powered on. It does not have a battery that allows you to use it without being plugged in.
If you have any other questions, please don’t hesitate to come back. Thank you and have a great rest of your day.
Ants have invaded our home and decided to make the base of the M7 as their nest. They crawled in through the little holes on the bottom of the base. We love our M7 model and all the features it has. We currently do not have the funds to purchase a whole new unit. Do you have just the base available for sale? Thank You
Hi Katronkat,
I’m so sorry to hear that the ants decided to nest on the base of your M7. Are you still under the 1-year warranty? If so, you can get a replacement base by emailing our customer support. However, if you’re not under the 1-year warranty you can purchase a base under the accessory section.
If you have any other questions, please don’t hesitate to come back. Thank you and have a great rest of your day.
Just installed my new M7 Lite and it has extremely unclear video quality despite having “excellent” wifi connection and being close to subject and router.
Please help
Hi Lauren,
Thank you for reaching out. Can you verify that your monitor is set to the video quality of 1080p HD. When the monitor is first installed, it is preset to show vide in 720p. To do so, please open the iBaby Care app then tap on the menu > device settings > display settings then choose 1080p video and tap on save. This should fix the video quality.
Please let me know if this has fixed the issue. Thank you!
Hi,
I have bought an M7 which I want to install on the crib and not wall mount it. If I buy the wall mount accessory then can I use it for mounting on the crib also?
Hi Mriganka,
Thank you for reaching out.
If you purchase our wall mount kit accessory it will include the screw to mount on the crib. If you have any other questions, please don’t hesitate to contact us again. Thank you and have a great rest of your day.
Hello,
We loved our iBaby M7, and did only have it for 3 months and now it has just stopped working. We could send it to you to be able to get a new one. we did not buy it directly through your site, but it’s still your products and the guarantee should be valid anyways. Please let me know how to proceed.
Hi Niclas,
Thank you for reaching out. Since your monitor is under the 1-year warranty you can get a replacement device sent to you if none of our troubleshooting steps get the monitor working properly. All you need to do is send our customer support a proof of purchase (this is to make sure it was purchased through an authorized re-seller) and our support team will guide you through the rest.
If you have any other questions, please don’t hesitate to contact us again. Thank you and we hope you have a great rest of your day.
Hi I just bought an M7 and have installed it. Everything is working except the temperature and humidity sensors. Initially I get the “No Base” indicators and then I put the M7 on the base and align the pins and the “No Base” indicators disappear, however instead the indicators display “…” and no numbers actually appear next to the indicators.
Have left the monitor on for a whole night and the indicators still remain as “…”. Does this mean the sensors in the base are not working?
Hi Aaron, I’m so sorry for the experience you’ve had with our monitor.
This definitely should not be happening to a brand new device. Please email our customer support with the subject line ‘Urgent: Base Replacement” so you can get started on a replacement base. Thank you and I apologize again for the inconvenience.
M7 monitor says “no base” for temperature and humidity. Any troubleshooting ideas would be greatly appreciated!
Hi Linsay,
Thank you for reaching out. Please try pressing down on the pins of the iBaby base. Sometimes, they can become stuck overtime and result in the ‘No Base’ reading. If you do that and it does not help, please email our support team at support@ibabyalbs.com with the subject ‘No Base- Replacement’ so you can get a replacement base sent out to you.
Thank you and I hope you have a great rest of your day.
What steps do I need to take In order to delete someone who has access to camera. I no longer want them to have access to camera viewing.
Hi A. Lock,
Thank you for reaching out. To delete an invited user go into settings > Invite & View Users. After this, tap on the name of the person you want to remove and then tap on Delete User.
If you have any other questions, please don’t hesitate to contact us again. Thank you and have a great rest of your day.
I never invited the person. He downloaded the app on his phone and I used my email and password to sign in on his phone so it doesn’t show any invited users. If I reset the monitor and change my password would it automatically log out on his phone?
Hi there,
In that case please change the password you use to sign in to your iBaby Care account. This should sign you out from the other telephone. We usually don’t recommend that you sing-in with your account information on other people’s devices. If you would like anyone to view or have access to your monitor, it’s best that they create an account and be invited as invited users since then you will have full control of their access.
If you have any other questions please let me know. Thank you!
We have used our monitor for over year now and all of a sudden this morning when I try to play white noise or some kind of audio it won’t let me and gives me the error: request failed: internal server error (500)
Please all!
Hi Allison,
I’m so sorry to see that you could not play any music from your iBaby. I have reached out to our support team and it seems like this error code has been resolved. Can you let me know if it’s fixed on your end? Thank you!
Hi,
I’m not getting any readings for temperature, humidity or C02. How do I fix it?
Hi Rachel,
Thank you for reaching out. Can you press down on the pins of the iBaby Care M7 base? Sometimes these can be stuck overtime and result in no readings for temperature, humidity and C02. If pressing down on the pins do not work, please reach out to our customer support at support@ibabylabs.com since the base will most likely need to be replaced.
Thank you and I hope you have a great rest of your day.
Help,
My New iBaby M7 is all backwards….
When we swipe down camera moves left / Swipe up camera moves right !!
When we swipe right camera move up / swipe left camera moves down !!
I have been into settings with no luck for a fix and performed hard reset on the system twice …
Please help
Hi Blanco,
I’m so sorry that you’ve experience this issue with your monitor. It definitely is odd for that to happen, and you may need to reset your monitor to get it working properly again. Please follow the instructions below:
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds then let go. You will then hear the iBaby ringtone or the monitor will begin to rotate depending on the model you have. Please wait until the LED light flashes red, then proceed to the next step.
5. Re-install the monitor following the on-screen instructions
If this reset does not revert your monitor to the normal swiping motions, please email or call our customer support at support@ibabylabs.com or (560) 396-2436 (M-F 9-5pm PDT). Thank you and I hope you have a great rest of your day.
When my babysitter tries to create an account and password so I can add her as a user, the app is asking her to setup the monitor with the adapter, etc. what do we need to do for me to be able to grant her access?
Hi Blaire,
Thank you for reaching out.
On your phone and under your own account, please go into settings then tap on invited users. Once you invite her using the email address she used to make her own account, she should be able to see the video feed and not the installation instructions.
If this is still a bit confusing, please call our customer support at (650) 396-2436 (M-F 9-5 p.m. PDT), so they can guide you through the steps. Thank you and I hope you have a great rest of your day.
does it only work with power cable as i tried to remove it and the camera turned off ? please advose
Hi Fouad,
Thank you for reaching out. Our iBaby monitor must remain plugged to a power outlet since it will not power on if it’s not connected to a power source. The only monitor that has an external battery is our iBaby M2C Plus. If you have any other questions, please don’t hesitate to contact us again or reach out to our support team at support@ibabylabs.com.
Thank you and have a great rest of your day!
Hi,
My monitor keeps showing red steady light every now and then. Which means I can’t see anything through the app. I guess it’s cos of the Internet. Also the speaker voice is distorted. I want to change the WiFi that’s its connected to and try once again. Can you tell me the process to do that?
Also I never have any saved video at night. It only records during the day.
Also I am not sure how many days videos are saved in the media gallery. How to delete the old videos that I no longer want to see.
Hi Supreet,
Thank you for reaching out. If you would like to switch your Wi-Fi please reset the monitor by following these instructions:
** Before you complete the reset, please save any images or videos to your phone since they will be deleted once the reset is complete.
Save media
1. On the home screen, tap the media icon (top right corner)
2. Tap on the video or photo
3. Tap on the save icon (Bottom right)
4. Save to your camera roll
Delete old media:
1. Tap on the photo or video you would like to delete, then press the trash icon on the bottom left corner.
Reset:
1.Open the app and tap the Menu button (upper left)
2.Select Settings
3.Scroll down and tap the “Delete ” button
4.Hold the black reset button (underneath the USB tab) for 30-60 seconds then let go. You will then hear the iBaby ringtone or the monitor will begin to rotate depending on the model you have. Please wait until the LED light flashes red, then proceed to the next step.
5. Re-install the monitor following the on-screen instructions
If none of these steps help, please reach out to our customer support at support@ibabylabs.com or by calling us at (650) 396-2436 (M-F 9-5 pm PDT) for more instructions. Thank you and we hope you have a great day!