The CW051 Camera sound is turned off by default when viewing a live stream. You can turn sound on by tapping the audio icon with the line through it when viewing the camera’s live stream.  Be sure to also set the volume on your smartphone or tablet to an appropriate level. Tap the audio icon again to turn camera sound off.  For iphone users, make sure the “Silent On/Off” switch is not in the “off” position.

There could be several reasons. Here are some options for resolution of the problem:

1. Make sure the camera is plugged in and in pairing mode. When the camera is in pairing mode you will hear a beep confirmation indicating the device is ready to pair.  You’ll also know the camera is in pairing mode when the LED light on the front is blinking a long blue followed by a short blue. If the light is steadily blinking blue, then you will have to reset the camera by holding down the reset button on the back of the camera for 10 The camera will reset and end up in pairing mode.
2. Make sure that your phone’s “location” setting is turned ON and the Merkury Cam by Geeni app has location permissions allowed. (Merkury Cam by Geeni does not track your location, but this is an Android and iOS system requirement for pairing that cannot be bypassed.)
3. Check that you are in an area with a strong Wi-Fi signal.
4. Make sure your mobile device is on the Wi-Fi network you wish your camera to be connected.
5. Make sure you’ve entered the correct Wi-Fi password.
6. Try force closing the app, then open back up and try re-pairing.
7. Make sure your mobile device is compatible. (iOS 14.0+ / Android 10.0+)

There could be several reasons, but we've got you covered: First try going back into the App and tap ‘Resend verification link’ to get a new email sent to your inbox. Please be sure to check your Spam folder as well.  If you continue to have difficulty verifying your account, please contact Merkury Cam by Geeni Support and we'll have your email account verified.

Changing your Wi-fi network requires you to reset and then re-pair your camera. Your camera will remain registered to your account. Simply follow the steps below.

1. On your camera, hold down the camera’s reset button on the back of the device for at least 10 seconds then release. The blue LED on the front of the camera will off. When reset, the CW051 camera will beep when it is ready to pair. 
   • This process will erase the camera’s current Wi-Fi connection and put your camera into pairing mode.
   • This process will not delete the camera off your Merkury Cam by Geeni account.
2. Make sure your mobile device is connected to the new Wi-Fi Network.
3. Go to “Devices” and tap the “+” at the top of the screen to begin pairing.
4. Follow the prompts to get your camera re-paired on the new Wi-Fi network.

1. Make sure you have the latest app version available from the app store.
2. If you have recently updated your phone/tablet’s operating system, it may have impacted the App.
3. Make sure you have an Internet connection

There are a number of possible causes. 

1. Make sure you have strong internet connection
2. Your camera may have lost Internet connection
3. Ensure your camera is plugged in
4. Try to restart the App by force closing it and opening it back again.
5. Try to restart the camera by using “Restart” in the “Devices” settings or by unplugging for several seconds and then plugging in

If you believe the camera paired successfully, from the Home screen, select “Devices” from the bottom navigation bar. If the device in question is there, then pairing was successful, and you need to simply add it to your Home screen.

• To add available tiles, tap the Plus (+) icon from the top of Home screen. If tiles are available, tap the desired tile(s) and then “Done”.
• You could have tiles on additional Home screen pages. Try swiping left by holding and dragging the right edge of the Home screen page to left. If it does not move, you probably do not have additional pages.

If these steps do not work, try pairing your camera again.