Back 
If you need urgent assistance, please click the to chat with us button and prepare these information so we can assist you immediately:
1. Is this a brand new Furbo?
2. Color of the status light. Take a picture of the Furbo's status light while on top of a white paper.
A stable internet connection is needed to ensure your Furbo stays connected to your WiFi.
If you are away from your Furbo and cannot see the status light:
- Close the app on your smartphone. Once the app has been closed, relaunch it.
- Switch to your 4G/LTE if you are using WiFi on your Smart Phone, then, try to reconnect.
-
Try to connect to your Furbo device by using the Furbo app on another smartphone.
- If this will not work, please click the button below to chat with us.
Please select the product type that you wish to go through.
Note: You can check the Model number and Serial Number under your Furbo to know your Furbo's product type.
| Product type | Model number | Serial Number |
| Furbo Dog Camera | Furbo 2 and Furbo 2.5 | Starts with FBCH |
| Furbo 360° Dog Camera | Furbo 3 | Starts with FBTW |
| Furbo Mini | Furbo Mini | Starts with FMTW |
Furbo Dog Camera (SN:FBCH)
Follow the troubleshooting steps If you keep getting an error message or are unable to live stream.
Please click the link below based on your Furbo's status light.
Yellow Light
Your Furbo is connected to your internet, but the Furbo app is not able to connect to it.
- Restart the app by closing it from the background, once the app has been closed, relaunch it and try reconnecting.
- Unplug Furbo, wait 30 seconds and plug it back in. Wait for a few minutes until the light turns to Yellow. Try connecting again.
- If your app is still not connected, switch to your 4G/LTE if you are using WiFi on your Smartphone or vice versa, then, try to reconnect.
- If steps 1 - 3 does not work, try to connect to your Furbo using a different device. This will help isolate whether the issue is with the device.
If your other device is able to successfully connect, try to uninstall and reinstall the Furbo app on the phone you are originally attempting to connect to. - If the above steps did not fix the issue. Restart your home router. Once the light on your Furbo turns to yellow try to reconnect.
- If the issue persists, please reset the WiFi in the Furbo app. Here's how:
- While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Chose the Furbo Camera you wish to reset.
- Tap “Reset Wi-Fi”.
Tap the button below to go directly to the WiFi settings on your Furbo app.
Purple Light | White Light
Your Furbo is not connected to your internet.
- Move your Furbo closer to your home router but keep it at least 5 feet away. If the light turns yellow, try to connect again. Continue to step two if your Furbo is still not connected.
- Unplug Furbo, wait 30 seconds and plug it back in. Wait until the light turns to Yellow and try to reconnect.
- If the status light remains purple after re-plugging your Furbo, restart your home router. Wait until the light turns Yellow and try to connect again.
- If the status light still remains purple, reset your WiFi through the Furbo app. Go to the Furbo app and select "Reset WiFi". Here's how:
- While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Chose the Furbo Camera you wish to reset.
- Tap “Reset Wi-Fi”.
Tap the button below to go directly to the reset WiFi settings on your Furbo app.
Green Light
Your Furbo is on set up mode.
- If your Furbo app is prompting you to set up your Furbo, make sure you are logged in to the account you initially set up your Furbo with.
Proceed to set up your Furbo.
- If your Furbo app is prompting you to start live streaming but is failing, go to your Furbo app and follow these steps:
- While on your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Choose the Furbo Camera you wish to remove.
- Tap “Remove Device” at the lower end of your screen.
Tap the button below to go directly to the Account page on your Furbo app to unregister your Furbo.
- Then, Try to re-setup again.
If the issue persists, please chat with us.
Furbo 360° Dog Camera (SN:FBTW)
Follow the troubleshooting steps If you keep getting an error message or are unable to live stream.
Please click the link below based on your Furbo's status light.
Yellow Light
Your Furbo is connected to your internet, but the Furbo app is not able to connect to it.
- Restart the app by closing it from the background, once the app has been closed, relaunch it and try reconnecting.
- Unplug Furbo, wait 30 seconds and plug it back in. Wait for a few minutes until the light turns to Yellow. Try connecting again.
- If your app is still not connected, switch to your 4G/LTE if you are using WiFi on your Smartphone or vice versa, then, try to reconnect.
- If steps 1 - 3 does not work, try to connect to your Furbo using a different device. This will help isolate whether the issue is with the device.
If your other device is able to successfully connect, try to uninstall and reinstall the Furbo app on the phone you are originally attempting to connect to. - If the above steps did not fix the issue. Restart your home router. Once the light on your Furbo turns to yellow try to reconnect.
- If the issue persists, please reset the WiFi in the Furbo app. Here's how:
- While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Chose the Furbo Camera you wish to reset.
- Tap “Reset Wi-Fi”.
Tap the button below to go directly to the WiFi settings on your Furbo app.
Blinking Blue Light
Your Furbo is not connected to your internet.
- Move your Furbo closer to your home router but keep it at least 5 feet away. If the light turns yellow, try to connect again. Continue to step two if your Furbo is still not connected.
- Unplug Furbo, wait 30 seconds and plug it back in. Wait until the light turns to Yellow and try to reconnect.
- If the status light remains purple after re-plugging your Furbo, restart your home router. Wait until the light turns Yellow and try to connect again.
- If the status light still remains purple, reset your WiFi through the Furbo app. Go to the Furbo app and select "Reset WiFi". Here's how:
- While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Chose the Furbo Camera you wish to reset.
- Tap “Reset Wi-Fi”.
Tap the button below to go directly to the reset WiFi settings on your Furbo app.
Blinking Yellow Light
Your Furbo is on set up mode.
- If your Furbo app is prompting you to set up your Furbo, make sure you are logged in to the account you initially set up your Furbo with.
Proceed to set up your Furbo.
- If your Furbo app is prompting you to start live streaming but is failing, go to your Furbo app and follow these steps:
- While on your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Choose the Furbo Camera you wish to remove.
- Tap “Remove Device” at the lower end of your screen.
Tap the button below to go directly to the Account page on your Furbo app to unregister your Furbo.
- Then, Try to re-setup again.
If the issue persists, please chat with us.
Furbo Mini
Follow the troubleshooting steps If you keep getting an error message or are unable to live stream.
Please click the link below based on your Furbo's status light.
Yellow Light
Your Furbo is connected to your internet, but the Furbo app is not able to connect to it.
- Restart the app by closing it from the background, once the app has been closed, relaunch it and try reconnecting.
- Unplug Furbo, wait 30 seconds and plug it back in. Wait for a few minutes until the light turns to Yellow. Try connecting again.
- If your app is still not connected, switch to your 4G/LTE if you are using WiFi on your Smartphone or vice versa, then, try to reconnect.
- If steps 1 - 3 does not work, try to connect to your Furbo using a different device. This will help isolate whether the issue is with the device.
If your other device is able to successfully connect, try to uninstall and reinstall the Furbo app on the phone you are originally attempting to connect to. - If the above steps did not fix the issue. Restart your home router. Once the light on your Furbo turns to yellow try to reconnect.
- If the issue persists, please reset the WiFi in the Furbo app. Here's how:
- While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Chose the Furbo Camera you wish to reset.
- Tap “Reset Wi-Fi”.
Tap the button below to go directly to the WiFi settings on your Furbo app.
Blinking Blue Light
Your Furbo is not connected to your internet.
- Move your Furbo closer to your home router but keep it at least 5 feet away. If the light turns yellow, try to connect again. Continue to step two if your Furbo is still not connected.
- Unplug Furbo, wait 30 seconds and plug it back in. Wait until the light turns to Yellow and try to reconnect.
- If the status light remains purple after re-plugging your Furbo, restart your home router. Wait until the light turns Yellow and try to connect again.
- If the status light still remains purple, reset your WiFi through the Furbo app. Go to the Furbo app and select "Reset WiFi". Here's how:
- While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Chose the Furbo Camera you wish to reset.
- Tap “Reset Wi-Fi”.
Tap the button below to go directly to the reset WiFi settings on your Furbo app.
Blinking Yellow Light
Your Furbo is on set up mode.
- If your Furbo app is prompting you to set up your Furbo, make sure you are logged in to the account you initially set up your Furbo with.
Proceed to set up your Furbo.
- If your Furbo app is prompting you to start live streaming but is failing, go to your Furbo app and follow these steps:
- While on your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right.
- Choose the Furbo Camera you wish to remove.
- Tap “Remove Device” at the lower end of your screen.
Tap the button below to go directly to the Account page on your Furbo app to unregister your Furbo.
- Then, Try to re-setup again.
If the issue persists, please chat with us.
Comments
0 comments
Article is closed for comments.