Every day Customer Support team at iBaby Labs deals with a number of inquiries from our customers. Most of the questions that come repeat themselves. We always encourage our clients to look at the FAQ page on our website before contacting Customer Support.
Today we are looking at top three issues that our Customer Support team deals with and the ways to solve them:
- My video feed keeps loading, what is the problem?
There can be few reasons for that. First, you can check your Internet speed (we recommend using this speed test site). For iBaby Monitor M6 to function adequately, recommended speed is at least 2.5 Mbps upload and download. If you are using Internet on the phone, it may slow down after a certain amount of data is used. The second most common reason for that is your Internet password (SSID). It should not be more than 16 characters and it should not contain any special characters, such as apostrophes or spaces. Finally, it might be your router frequency – iBaby Monitor M6 works only with 2.4 GHz, but not 5 GHz.
- I forgot my iBaby Care App password, what can I do?
There are two ways to reset password: online or from the app.
To retrieve it from the app, enter the incorrect password 3 times in a row. On the 4th attempt, there will be an orange arrow next to the password window. Tap this arrow to proceed to the password retrieve page. To retrieve the password from the website, go to http://www.ibabycloud.com, enter your email and click ‘Submit’.
- My monitor does not work, and the LED light in the back keeps blinking red and green. What is going on?
If your monitor seems unresponsive and continues to have a blinking red and green light in the back, it might mean that it is essentially ‘dead’. When you are updating your monitor to the latest firmware version, it is very important not to interrupt the updating process. For instance, when updating, do not leave the app, play games, swipe the screen or disconnect the USB cable. Doing that might lead to irreversible damage to the monitor. If you think your monitor was permanently damaged, and you are within your warranty period, please get in touch with our Customer Support team for a replacement.
If you are having any issues with your iBaby monitor, please reach out to our Customer Support team as soon as possible. When you purchase a monitor on our website, you have one month to return it if you are not satisfied, and we have a one year warranty period – make sure you are within that timeframe.
Our Customer Support team is eager to help you Monday through Friday 9:00AM – 5:00PM PST.