This article is only applicable for users using V3.15 or earlier versions.
If you can not share devices with another account, please check if any of the following problems exist.
- The account you share to has not been logged in.
- The account you share to has been logged in, but no App process.
- Your network or the other user’s network is disconnected or not stable.
- iOS: the other user has launched the App and logged in, but his phone screen is locked (the screen is not awakened).
We don’t support sharing to accounts signed up in a different server. In the same server, users can share by either email or mobile phone.
If none of the situation above fits you, please pay attention to the error message prompted by the app.
Check which of the following two situation best describe your situation.
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- "Does not exist, please check"
If you receive this error, there are two possible reasons.
1. The email address/phone number you entered hasn't been registered as an account yet.
Solution:
Correct the account you want to share with or create an account with the email/phone.
2. The email address/phone number was created in a different server than yours.
Solution:
Due to DNS resolution error, some account could be created in a wrong server. For example, a user in US will have an account created in EU server. In this case, when another user whose account is in US server try to share a device with him, the person who shares will get a "user does not exist" error as below.
Submit a feedback in eWeLink app and select "Help with eWeLink app" and "Device sharing" as question type. Our customer support will guide you through how to fix the error.
- No app prompt. No message to confirm sharing in the receiving account.
Cause: Due to long time inactivity, you have lost connection with the server.
Solution:Kill the app and reopen or log out and login again.
If the problem persists, feel free to submit a feedback in eWeLink and select "Help with eWeLink app" and "Device sharing" as question type. Our customer support will guide you through how to fix the error.
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