Why Do I See “Unable to share due to device security protection”?

Question

Why do I see the “Unable to share due to device security protection” message when using Home Sharing or Device Sharing?

Answer

This message usually appears when the two eWeLink accounts are registered in different regions. For security reasons, Home Sharing and Device Sharing are only available between accounts registered in the same region.

To check the region associated with each account:

1. On the Home page, tap My Home in the upper-left corner.
2. Tap Manage Homes.
3. Select My Home to open the Edit Home page.
4. Tap Add People.
5. Tap Next.
6. Select eWeLink Account.

Follow these steps on both accounts to check which region each account is registered in.

If the two accounts are registered in different regions, you have two options:

1. Re-register an existing account: If one of the accounts does not have any devices or other data you need to keep, delete that account and register it again. When creating the account again, select the same region as the other account. Once both accounts are registered in the same region, try Home Sharing or Device Sharing again.
2. Create a new account: You can also create a new eWeLink account and select the same region as the account that owns the home or device during registration. Then use the new account for Home Sharing or Device Sharing.

If you have any other questions, feel free to reach out to us at support@ewelink.zendesk.com. To help us assist you more efficiently, please include as much detail as possible about the issue, along with any relevant screenshots.