无中文翻译文本
与 Shaylee 的对话
Conversation with Shaylee
客服备注 / Agents notes
34029476051481Mom cozy monitor not connecting to app on phone
Momcozy 监视器无法连接到手机上的应用程序
Zendesk 既有问题分类
34154549939865APP issue::Pair failed with the device
value:
app_issue__pair_failed_with_the_deviceAPP问题::设备配对失败
销售渠道 / 来源渠道
32685292044825AMZ
value:
amz产品型号 / 产品线
33749938239513electrical::Baby Monitor::BM04
value:
electrical__baby_monitor__bm04核心信息
产品字段
空
会话渠道
{"chat_transcript": 3, "native_messaging": 3}
本地 channel
Agent
更新时间
2026-05-12T16:39:43Z
Requester
空
模型
gemini-3-flash-preview
中文整合阅读文本
【标题】：与 Shaylee 的对话
【既有分类】：设备配对失败 (app_issue__pair_failed_with_the_device)
【产品/渠道】：BM04 / Agent (Native Messaging/Chat Transcript)
【客服备注】：Momcozy 监视器无法连接到手机上的应用程序
【描述】：与 Shaylee 的对话
【会话详情】：
- 客户反馈其 BM04 婴儿监视器无法通过 App 连接，且摄像头无法识别二维码。
- 亚马逊订单号：114-2356825-1883437。
- 客服提供了重置 Wi-Fi、检查 2.4GHz Wi-Fi、调整二维码距离、清洁镜头等常规排查步骤。
- 客户反馈因只有一部手机无法同时录制连接过程，后尝试录屏但客服收到的文件为黑屏。
- 客户随后通过 WeTransfer 链接分享了视频。
- 客服进一步引导客户尝试使用页面右上角的“AP 绑定”模式。
- 客户最终反馈“AP 绑定”模式连接成功，问题解决。
【既有分类】：设备配对失败 (app_issue__pair_failed_with_the_device)
【产品/渠道】：BM04 / Agent (Native Messaging/Chat Transcript)
【客服备注】：Momcozy 监视器无法连接到手机上的应用程序
【描述】：与 Shaylee 的对话
【会话详情】：
- 客户反馈其 BM04 婴儿监视器无法通过 App 连接，且摄像头无法识别二维码。
- 亚马逊订单号：114-2356825-1883437。
- 客服提供了重置 Wi-Fi、检查 2.4GHz Wi-Fi、调整二维码距离、清洁镜头等常规排查步骤。
- 客户反馈因只有一部手机无法同时录制连接过程，后尝试录屏但客服收到的文件为黑屏。
- 客户随后通过 WeTransfer 链接分享了视频。
- 客服进一步引导客户尝试使用页面右上角的“AP 绑定”模式。
- 客户最终反馈“AP 绑定”模式连接成功，问题解决。
描述与翻译
中文描述
与 Shaylee 的对话
英文/原始描述
Conversation with Shaylee
Conversation 中文翻译
全部自定义字段
| field_id | 显示名 / 选项名 | value |
|---|---|---|
32685292044825 | AMZ | amz |
33749938239513 | electrical::Baby Monitor::BM04 | electrical__baby_monitor__bm04 |
34029476051481 | Mom cozy monitor not connecting to app on phone | |
34154549939865 | APP issue::Pair failed with the device | app_issue__pair_failed_with_the_device |
更多原始信息
提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252014",
"subject": "Conversation with Shaylee",
"description": "Conversation with Shaylee",
"status": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-12T16:07:04Z",
"updated_at": "2026-05-12T16:39:43Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Mom cozy monitor not connecting to app on phone",
"agents_notes": "Mom cozy monitor not connecting to app on phone",
"category_field_id": "34154549939865",
"category_name": "APP issue::Pair failed with the device",
"category_value": "app_issue__pair_failed_with_the_device",
"category_zh": "设备配对失败"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"chat_transcript": 3,
"native_messaging": 3
}
},
"messages": [
{
"conversation_id": "57854188234905",
"type": "ChatEndedEvent",
"created_at": "2026-05-12T16:39:43Z",
"author_id": "",
"author_name": "",
"author_role": "",
"sender_type": "system",
"channel": "chat_transcript",
"public": null,
"recording_type": "",
"text": ""
},
{
"conversation_id": "57854053736729",
"type": "ChatStartedEvent",
"created_at": "2026-05-12T16:29:43Z",
"author_id": "",
"author_name": "",
"author_role": "",
"sender_type": "system",
"channel": "native_messaging",
"public": null,
"recording_type": "",
"text": ""
},
{
"conversation_id": "57854067648665",
"type": "Comment",
"created_at": "2026-05-12T16:29:39Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "system",
"channel": "chat_transcript",
"public": true,
"recording_type": "",
"text": "(00:01:52) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(00:02:09) Shaylee: Other inquiries\n\n(00:02:12) Momcozy: Please tell us what you need help with.\n\n(00:02:24) Shaylee: Mom cozy monitor not connecting to app on phone\n\n(00:02:33) Momcozy: To help you get your Momcozy monitor connected, could you please let me know the product model? You can usually find the model number on the bottom of your device or on the packaging box. Once I have this info, I’ll be able to guide you more accurately!\n\n(00:02:50) Shaylee: It’s the BM04 model\n\n(00:03:07) Momcozy: Let’s get your BM04 monitor connected! Here’s what you can try: \n\n * Open the Momcozy app, log in or register, then tap Add Device and choose BM04 to start pairing.\n\n * Make sure your monitor is powered on and fully started up.\n\n * Connect your phone to a 2.4 GHz Wi-Fi network, select your home Wi-Fi in the app, and carefully enter your password.\n\n * Hold the QR code in front of the camera until you hear a beep, or use the app’s alternative pairing method if needed.\n\n * If it still won’t pair, press and hold the monitor’s PAIR button for 8 seconds until you hear two beeps to reset Wi-Fi, then try again.\n\n * After a firmware update, a brief disconnect is normal—just re-pair the devices. \n\n Still stuck? Email support@momcozy.com for more help!\n\n(00:03:10) Momcozy: Let’s get your Momcozy BM04 monitor connected! Please make sure your monitor is powered on and your phone is connected to a 2.4 GHz Wi-Fi network. Open the Momcozy app, log in or register, and tap 'Add Device' to select BM04. Follow the prompts to pair your monitor—hold the QR code in front of the camera until you hear a beep, or use the alternative pairing method if needed. If it still won’t connect, try pressing and holding the PAIR button on your monitor for 8 seconds to reset the Wi-Fi, then attempt pairing again. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(00:05:07) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(00:05:07) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(00:05:26) Shaylee: I have done all those things and the camera does not detect the QR code\n\n(00:05:37) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 monitor. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you so much for your patience.\n\n(00:05:40) Momcozy: To help our specialist team assist you even faster, could you please share your order number with me? This will make sure we can look into your case right away! Thank you so much for your help.\n\n(00:06:44) Shaylee: We ordered it on Amazon Order # 114-2356825-1883437\n\n(00:06:52) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(00:06:52) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(00:06:59) Shaylee: Yes\n\n(00:07:03) Momcozy: Transferring to a human agent.\n\n(00:08:23) Momcozy Arriane: Hello! I see you've just started the conversation. I'm here to help you with any questions or problems you may have. Please wait a moment while I gather the necessary information.\n\n \n\nThank you for your patience!\n\n(00:08:51) Shaylee: Thank you\n\n(00:09:44) Momcozy Arriane: Hi there, \n\n I hope this message finds you well! \n\n We understand you've been having some difficulty getting your Baby Monitor connected to the app, and we want to thank you for your patience as we work through this together. Let's try these simple steps to get you connected: \n\n 1. Getting into Pairing Mode \n\n - Please make sure your device is powered on and the indicator light is blinking slowly;\n\n- If needed, press and hold the \"Pair\" button for at least 10 seconds until you hear two beeps;\n\n- Sometimes a simple restart of the device is all it takes! \n\n 2. Scanning the QR Code Successfully \n\n - When scanning, hold your device about 20cm away from the camera;\n\n- Move slowly and keep the code parallel to your phone's camera for best result. \n\n 3. Checking Your Wi-Fi Connection \n\n - Please confirm you're using a 2.4G Wi-Fi network;\n\n- Verify your Wi-Fi is working properly (try accessing Google while connected);\n\n- Double-check that you've entered the correct Wi-Fi password. \n\n 4. Handling Offline Messages \n\n - If the device shows as offline, first check that your Wi-Fi is working normally;\n\n- Restarting the device or trying to reconnect often helps. \n\n Quick Tips: \n\n - The device won't be found via Bluetooth search—please select it manually in the app;\n\n- If you see a notification about turning on the local network, feel free to ignore it and continue. \n\n If you're still experiencing issues, a short video showing the connection process would be incredibly helpful for our team to better understand what's happening. \n\n We're here to support you every step of the way!\n\n(00:11:41) Shaylee: I have tried all those things and it still won’t work. I hold the QR code on my phone in front of the camera for a long time and it never connects. I’m not able to take a video at this time because I only have one phone with me and cannot video it and show the QR code not connecting at the same time\n\n(00:13:13) Momcozy Arriane: Could you please try to screen record the process? Having a video really helps us check the issue with our operations team and figure out the best solution for you. Thank you for your understanding!\n\n(00:13:33) Shaylee: Yes one moment\n\n(00:14:37) Momcozy Arriane: No worries, take your time. I’ll be here when you’re ready.\n\n(00:16:32) Shaylee uploaded: screenrecording_05-12-2026 10-13-46_1.mp4\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KREFKH3JS6T71RAKEMFWFF2G/screenrecording_05-12-2026%2010-13-46_1.mp4\n\nType: video/mp4\n\nSize: 12372916\n\n(00:17:20) Shaylee: Let me know if that works for you\n\n(00:18:28) Momcozy Arriane: Thanks for sending the video! We noticed it only shows a black screen with no image. If the video file is too large to send here, could you please upload it to WeTransfer and share the link with us? This way, we can receive the full video and assist you better.\n\n \n\nHere’s the link to WeTransfer: https://wetransfer.com/\n\n \n\nLooking forward to your reply!\n\n(00:21:28) Shaylee: https://we.tl/t-OyKt4NOibrF7HCtg\n\n(00:24:33) Momcozy Arriane: Hello, \n\n Thank you for bringing this connection issue to our attention. We sincerely apologize for the trouble you've experienced and truly appreciate your patience as we work to resolve this together. \n\n Let's try these steps to get your camera connected smoothly: \n\n 1. Activate Your Camera \n\n Please make sure your camera is in pairing mode. If the indicator light isn't blinking slowly, press and hold the \"Pair\" button until you hear two beeps—this will activate the device for setup. \n\n 2. Check Your Wi-Fi Settings \n\n Confirm that you're connected to a 2.4GHz Wi-Fi network and that both the network name and password have been entered correctly. \n\n 3. Scan the QR Code Clearly \n\n Hold your phone about 15-20cm away from the QR code, ensure your screen brightness is set to normal, and check that the camera lens is clean and free of any protective film. \n\n 4. Try an Alternative Connection Method \n\n If you're still having trouble, you can switch to AP binding by selecting the option in the upper right corner of the binding page. \n\n Please let us know. Thank you for your cooperation.\n\n(00:29:04) Shaylee: It worked! Thank you so much!\n\n(00:29:33) Momcozy Arriane: Hello!\n\n \n\nThat's fantastic news! I'm so glad to hear that it worked for you. If you have any more questions or need further assistance, please don't hesitate to reach out. We're always here to help!\n\n \n\nThank you for choosing Momcozy and have a wonderful day!\n\n \n\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
},
{
"conversation_id": "57854067648537",
"type": "ChatEndedEvent",
"created_at": "2026-05-12T16:29:39Z",
"author_id": "",
"author_name": "",
"author_role": "",
"sender_type": "system",
"channel": "chat_transcript",
"public": null,
"recording_type": "",
"text": ""
},
{
"conversation_id": "57853677569689",
"type": "Comment",
"created_at": "2026-05-12T16:07:04Z",
"author_id": "56441279478809",
"author_name": "Shaylee",
"author_role": "end-user",
"sender_type": "internal",
"channel": "native_messaging",
"public": false,
"recording_type": "",
"text": "Conversation with Shaylee"
},
{
"conversation_id": "57853677569561",
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}
]
}
翻译 JSON
{
"translated_subject": "与 Shaylee 的对话",
"translated_description": "与 Shaylee 的对话",
"translated_agents_notes": "Momcozy 监视器无法连接到手机上的应用程序",
"translated_category_label": "APP问题::设备配对失败",
"translated_messages": [
{
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"created_at": "2026-05-12T16:39:43Z",
"sender_type": "system",
"author_name": "",
"channel": "chat_transcript",
"translated_text": ""
},
{
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"created_at": "2026-05-12T16:29:43Z",
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{
"conversation_id": "57854067648665",
"created_at": "2026-05-12T16:29:39Z",
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"translated_text": "(00:01:52) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。\n\nIBCLC（哺乳咨询与母婴保健）、婴儿监视器 (BM03/BM04) 固件更新、产品与活动咨询、订单状态与物流问题、售后服务、其他咨询\n\n(00:02:09) Shaylee: 其他咨询\n\n(00:02:12) Momcozy: 请告诉我们您需要什么帮助。\n\n(00:02:24) Shaylee: Momcozy 监视器无法连接到手机上的应用程序\n\n(00:02:33) Momcozy: 为了帮助您连接 Momcozy 监视器，能否请您告知产品型号？您通常可以在设备底部或包装盒上找到型号。一旦我获得此信息，我就能更准确地指导您！\n\n(00:02:50) Shaylee: 是 BM04 型号\n\n(00:03:07) Momcozy: 让我们来连接您的 BM04 监视器！您可以尝试以下操作：\n\n* 打开 Momcozy App，登录或注册，然后点击“添加设备”并选择 BM04 开始配对。\n\n* 确保您的监视器已通电并完全启动。\n\n* 将您的手机连接到 2.4 GHz Wi-Fi 网络，在 App 中选择您的家庭 Wi-Fi，并仔细输入密码。\n\n* 将二维码放在摄像头前，直到听到“哔”的一声，或者如果需要，使用 App 的替代配对方法。\n\n* 如果仍然无法配对，请按住监视器的 PAIR（配对）按钮 8 秒钟，直到听到两声“哔”声以重置 Wi-Fi，然后重试。\n\n* 固件更新后，短暂断开连接是正常的——只需重新配对设备即可。\n\n仍然卡住了？发送电子邮件至 support@momcozy.com 获取更多帮助！\n\n(00:03:10) Momcozy: 让我们来连接您的 Momcozy BM04 监视器！请确保您的监视器已通电且手机已连接到 2.4 GHz Wi-Fi 网络。打开 Momcozy App，登录或注册，点击“添加设备”并选择 BM04。按照提示配对您的监视器——将二维码放在摄像头前直到听到“哔”的一声，或者如果需要，使用替代配对方法。如果仍然无法连接，请尝试按住监视器上的 PAIR 按钮 8 秒钟以重置 Wi-Fi，然后再次尝试配对。您可以先尝试这个。如果仍然无法解决问题，请随时联系我们，我们将为您进行下一步操作。\n\n(00:05:07) Momcozy: 感谢您的咨询。目前我们还没有收到您的新消息。如果您有任何其他问题，我们将继续为您服务。\n\n(00:05:07) Momcozy: 您如何评价您的体验？\n\n⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, 以后再说\n\n(00:05:26) Shaylee: 我已经做了所有这些操作，但摄像头还是检测不到二维码\n\n(00:05:37) Momcozy: 我非常抱歉之前的步骤没能解决您 BM04 监视器的问题。别担心——我会安排我们的专家团队从现在起协助您！非常感谢您的耐心配合。\n\n(00:05:40) Momcozy: 为了帮助我们的专家团队更快地协助您，能否请您分享您的订单号？这将确保我们可以立即调查您的案例！非常感谢您的帮助。\n\n(00:06:44) Shaylee: 我们在亚马逊上订购的，订单号 # 114-2356825-1883437\n\n(00:06:52) Momcozy: 很抱歉我们找不到您需要的答案。您可以尝试询问其他问题或联系客户服务寻求帮助。\n\n(00:06:52) Momcozy: 您现在需要我为您联系人工客服吗？\n\n是，否\n\n(00:06:59) Shaylee: 是\n\n(00:07:03) Momcozy: 正在为您转接人工坐席。\n\n(00:08:23) Momcozy Arriane: 您好！我看到您刚开始对话。我在这里为您解决可能遇到的任何问题或困难。请稍等片刻，我正在收集必要的信息。\n\n感谢您的耐心配合！\n\n(00:08:51) Shaylee: 谢谢\n\n(00:09:44) Momcozy Arriane: 您好，\n\n希望您一切都好！\n\n我们了解到您在将婴儿监视器连接到 App 时遇到了困难，我们要感谢您在我们会诊解决此问题期间的耐心配合。让我们尝试以下简单步骤来连接：\n\n1. 进入配对模式\n\n- 请确保您的设备已通电且指示灯在缓慢闪烁；\n\n- 如果需要，请按住“Pair”按钮至少 10 秒钟，直到听到两声“哔”声；\n\n- 有时只需简单重启设备即可！\n\n2. 成功扫描二维码\n\n- 扫描时，请将设备保持在距离摄像头约 20 厘米处；\n\n- 缓慢移动并保持二维码与手机摄像头平行，以获得最佳效果。\n\n3. 检查您的 Wi-Fi 连接\n\n- 请确认您使用的是 2.4G Wi-Fi 网络；\n\n- 验证您的 Wi-Fi 工作正常（尝试在连接状态下访问 Google）；\n\n- 仔细检查您是否输入了正确的 Wi-Fi 密码。\n\n4. 处理离线消息\n\n- 如果设备显示离线，请先检查您的 Wi-Fi 是否正常工作；\n\n- 重启设备或尝试重新连接通常会有所帮助。\n\n快速提示：\n\n- 无法通过蓝牙搜索找到该设备——请在 App 中手动选择；\n\n- 如果您看到关于开启本地网络的通知，请随意忽略并继续。\n\n如果您仍然遇到问题，一段显示连接过程的短视频对我们的团队更好地了解情况将非常有帮助。\n\n我们在此全程为您提供支持！\n\n(00:11:41) Shaylee: 我尝试了所有这些方法，但仍然不起作用。我把手机上的二维码放在摄像头前很长时间，但它从未连接。我现在无法录制视频，因为我身边只有一部手机，无法同时录像并展示二维码连接不上的情况。\n\n(00:13:13) Momcozy Arriane: 您能尝试录屏吗？录制视频确实能帮助我们与运营团队核实问题，并为您找出最佳解决方案。感谢您的理解！\n\n(00:13:33) Shaylee: 好的，稍等\n\n(00:14:37) Momcozy Arriane: 没关系，请慢慢来。您准备好后我都在这里。\n\n(00:16:32) Shaylee 上传了：screenrecording_05-12-2026 10-13-46_1.mp4\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KREFKH3JS6T71RAKEMFWFF2G/screenrecording_05-12-2026%2010-13-46_1.mp4\n\n类型: video/mp4\n\n大小: 12372916\n\n(00:17:20) Shaylee: 如果这对你有用，请告诉我\n\n(00:18:28) Momcozy Arriane: 感谢发送视频！我们注意到它只显示黑屏，没有图像。如果视频文件太大无法在这里发送，您能否将其上传到 WeTransfer 并与我们分享链接？这样我们可以接收完整的视频并更好地协助您。\n\n这是 WeTransfer 的链接：https://wetransfer.com/\n\n期待您的回复！\n\n(00:21:28) Shaylee: https://we.tl/t-OyKt4NOibrF7HCtg\n\n(00:24:33) Momcozy Arriane: 您好，\n\n感谢您向我们反映这一连接问题。我们对您遇到的麻烦深表歉意，并非常感谢您在我们共同解决此问题时的耐心。\n\n让我们尝试以下步骤让您的摄像头顺利连接：\n\n1. 激活您的摄像头\n\n请确保您的摄像头处于配对模式。如果指示灯没有缓慢闪烁，请按住“Pair”按钮直到听到两声“哔”声——这将激活设备进行设置。\n\n2. 检查您的 Wi-Fi 设置\n\n确认您已连接到 2.4GHz Wi-Fi 网络，并且网络名称和密码都输入正确。\n\n3. 清晰扫描二维码\n\n将手机保持在距离二维码约 15-20 厘米处，确保屏幕亮度设置为正常，并检查摄像头镜头是否清洁且没有保护膜。\n\n4. 尝试另一种连接方法\n\n如果您仍然遇到困难，可以通过选择绑定页面右上角的选项切换到 AP 绑定。\n\n请告诉我们进展。感谢您的配合。\n\n(00:29:04) Shaylee: 成功了！太感谢了！\n\n(00:29:33) Momcozy Arriane: 您好！\n\n那真是太棒的消息了！我很高兴听到它对您起作用了。如果您有更多问题或需要进一步协助，请随时联系我们。我们随时为您提供帮助！\n\n感谢您选择 Momcozy，祝您度过愉快的一天！\n\n请注意：您的工单可能会被系统自动关闭，但请不要担心。工单的关闭并不意味着您的问题已解决。如果您有任何问题或疑虑，请随时联系我们。"
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"created_at": "2026-05-12T16:29:39Z",
"sender_type": "system",
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{
"conversation_id": "57853677569689",
"created_at": "2026-05-12T16:07:04Z",
"sender_type": "internal",
"author_name": "Shaylee",
"channel": "native_messaging",
"translated_text": "与 Shaylee 的对话"
},
{
"conversation_id": "57853677569561",
"created_at": "2026-05-12T16:07:04Z",
"sender_type": "system",
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"chinese_reading_text": "【标题】：与 Shaylee 的对话\n【既有分类】：设备配对失败 (app_issue__pair_failed_with_the_device)\n【产品/渠道】：BM04 / Agent (Native Messaging/Chat Transcript)\n【客服备注】：Momcozy 监视器无法连接到手机上的应用程序\n【描述】：与 Shaylee 的对话\n【会话详情】：\n- 客户反馈其 BM04 婴儿监视器无法通过 App 连接，且摄像头无法识别二维码。\n- 亚马逊订单号：114-2356825-1883437。\n- 客服提供了重置 Wi-Fi、检查 2.4GHz Wi-Fi、调整二维码距离、清洁镜头等常规排查步骤。\n- 客户反馈因只有一部手机无法同时录制连接过程，后尝试录屏但客服收到的文件为黑屏。\n- 客户随后通过 WeTransfer 链接分享了视频。\n- 客服进一步引导客户尝试使用页面右上角的“AP 绑定”模式。\n- 客户最终反馈“AP 绑定”模式连接成功，问题解决。",
"translation_notes": [
"大部分对话包含在一条 chat_transcript 类型的 Comment 中，已按内部时间戳逐行翻译。",
"AP binding 翻译为 'AP 绑定'，这是此类设备常见的配对模式术语。"
]
}
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"body": "(00:01:52) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(00:02:09) Shaylee: Other inquiries\n\n(00:02:12) Momcozy: Please tell us what you need help with.\n\n(00:02:24) Shaylee: Mom cozy monitor not connecting to app on phone\n\n(00:02:33) Momcozy: To help you get your Momcozy monitor connected, could you please let me know the product model? You can usually find the model number on the bottom of your device or on the packaging box. Once I have this info, I’ll be able to guide you more accurately!\n\n(00:02:50) Shaylee: It’s the BM04 model\n\n(00:03:07) Momcozy: Let’s get your BM04 monitor connected! Here’s what you can try: \n\n * Open the Momcozy app, log in or register, then tap Add Device and choose BM04 to start pairing.\n\n * Make sure your monitor is powered on and fully started up.\n\n * Connect your phone to a 2.4 GHz Wi-Fi network, select your home Wi-Fi in the app, and carefully enter your password.\n\n * Hold the QR code in front of the camera until you hear a beep, or use the app’s alternative pairing method if needed.\n\n * If it still won’t pair, press and hold the monitor’s PAIR button for 8 seconds until you hear two beeps to reset Wi-Fi, then try again.\n\n * After a firmware update, a brief disconnect is normal—just re-pair the devices. \n\n Still stuck? Email support@momcozy.com for more help!\n\n(00:03:10) Momcozy: Let’s get your Momcozy BM04 monitor connected! Please make sure your monitor is powered on and your phone is connected to a 2.4 GHz Wi-Fi network. Open the Momcozy app, log in or register, and tap 'Add Device' to select BM04. Follow the prompts to pair your monitor—hold the QR code in front of the camera until you hear a beep, or use the alternative pairing method if needed. If it still won’t connect, try pressing and holding the PAIR button on your monitor for 8 seconds to reset the Wi-Fi, then attempt pairing again. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(00:05:07) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(00:05:07) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(00:05:26) Shaylee: I have done all those things and the camera does not detect the QR code\n\n(00:05:37) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 monitor. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you so much for your patience.\n\n(00:05:40) Momcozy: To help our specialist team assist you even faster, could you please share your order number with me? This will make sure we can look into your case right away! Thank you so much for your help.\n\n(00:06:44) Shaylee: We ordered it on Amazon Order # 114-2356825-1883437\n\n(00:06:52) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(00:06:52) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(00:06:59) Shaylee: Yes\n\n(00:07:03) Momcozy: Transferring to a human agent.\n\n(00:08:23) Momcozy Arriane: Hello! I see you've just started the conversation. I'm here to help you with any questions or problems you may have. Please wait a moment while I gather the necessary information.\n\n \n\nThank you for your patience!\n\n(00:08:51) Shaylee: Thank you\n\n(00:09:44) Momcozy Arriane: Hi there, \n\n I hope this message finds you well! \n\n We understand you've been having some difficulty getting your Baby Monitor connected to the app, and we want to thank you for your patience as we work through this together. Let's try these simple steps to get you connected: \n\n 1. Getting into Pairing Mode \n\n - Please make sure your device is powered on and the indicator light is blinking slowly;\n\n- If needed, press and hold the \"Pair\" button for at least 10 seconds until you hear two beeps;\n\n- Sometimes a simple restart of the device is all it takes! \n\n 2. Scanning the QR Code Successfully \n\n - When scanning, hold your device about 20cm away from the camera;\n\n- Move slowly and keep the code parallel to your phone's camera for best result. \n\n 3. Checking Your Wi-Fi Connection \n\n - Please confirm you're using a 2.4G Wi-Fi network;\n\n- Verify your Wi-Fi is working properly (try accessing Google while connected);\n\n- Double-check that you've entered the correct Wi-Fi password. \n\n 4. Handling Offline Messages \n\n - If the device shows as offline, first check that your Wi-Fi is working normally;\n\n- Restarting the device or trying to reconnect often helps. \n\n Quick Tips: \n\n - The device won't be found via Bluetooth search—please select it manually in the app;\n\n- If you see a notification about turning on the local network, feel free to ignore it and continue. \n\n If you're still experiencing issues, a short video showing the connection process would be incredibly helpful for our team to better understand what's happening. \n\n We're here to support you every step of the way!\n\n(00:11:41) Shaylee: I have tried all those things and it still won’t work. I hold the QR code on my phone in front of the camera for a long time and it never connects. I’m not able to take a video at this time because I only have one phone with me and cannot video it and show the QR code not connecting at the same time\n\n(00:13:13) Momcozy Arriane: Could you please try to screen record the process? Having a video really helps us check the issue with our operations team and figure out the best solution for you. Thank you for your understanding!\n\n(00:13:33) Shaylee: Yes one moment\n\n(00:14:37) Momcozy Arriane: No worries, take your time. I’ll be here when you’re ready.\n\n(00:16:32) Shaylee uploaded: screenrecording_05-12-2026 10-13-46_1.mp4\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KREFKH3JS6T71RAKEMFWFF2G/screenrecording_05-12-2026%2010-13-46_1.mp4\n\nType: video/mp4\n\nSize: 12372916\n\n(00:17:20) Shaylee: Let me know if that works for you\n\n(00:18:28) Momcozy Arriane: Thanks for sending the video! We noticed it only shows a black screen with no image. If the video file is too large to send here, could you please upload it to WeTransfer and share the link with us? This way, we can receive the full video and assist you better.\n\n \n\nHere’s the link to WeTransfer: https://wetransfer.com/\n\n \n\nLooking forward to your reply!\n\n(00:21:28) Shaylee: https://we.tl/t-OyKt4NOibrF7HCtg\n\n(00:24:33) Momcozy Arriane: Hello, \n\n Thank you for bringing this connection issue to our attention. We sincerely apologize for the trouble you've experienced and truly appreciate your patience as we work to resolve this together. \n\n Let's try these steps to get your camera connected smoothly: \n\n 1. Activate Your Camera \n\n Please make sure your camera is in pairing mode. If the indicator light isn't blinking slowly, press and hold the \"Pair\" button until you hear two beeps—this will activate the device for setup. \n\n 2. Check Your Wi-Fi Settings \n\n Confirm that you're connected to a 2.4GHz Wi-Fi network and that both the network name and password have been entered correctly. \n\n 3. Scan the QR Code Clearly \n\n Hold your phone about 15-20cm away from the QR code, ensure your screen brightness is set to normal, and check that the camera lens is clean and free of any protective film. \n\n 4. Try an Alternative Connection Method \n\n If you're still having trouble, you can switch to AP binding by selecting the option in the upper right corner of the binding page. \n\n Please let us know. Thank you for your cooperation.\n\n(00:29:04) Shaylee: It worked! Thank you so much!\n\n(00:29:33) Momcozy Arriane: Hello!\n\n \n\nThat's fantastic news! I'm so glad to hear that it worked for you. If you have any more questions or need further assistance, please don't hesitate to reach out. We're always here to help!\n\n \n\nThank you for choosing Momcozy and have a wonderful day!\n\n \n\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
"created_at": "2026-05-12T16:29:39Z",
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"body": "(00:01:52) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n(00:02:09) Shaylee: Other inquiries\n(00:02:12) Momcozy: Please tell us what you need help with.\n(00:02:24) Shaylee: Mom cozy monitor not connecting to app on phone\n(00:02:33) Momcozy: To help you get your Momcozy monitor connected, could you please let me know the product model? You can usually find the model number on the bottom of your device or on the packaging box. Once I have this info, I’ll be able to guide you more accurately!\n(00:02:50) Shaylee: It’s the BM04 model\n(00:03:07) Momcozy: Let’s get your BM04 monitor connected! Here’s what you can try:\n\n * Open the Momcozy app, log in or register, then tap Add Device and choose BM04 to start pairing.\n * Make sure your monitor is powered on and fully started up.\n * Connect your phone to a 2.4 GHz Wi-Fi network, select your home Wi-Fi in the app, and carefully enter your password.\n * Hold the QR code in front of the camera until you hear a beep, or use the app’s alternative pairing method if needed.\n * If it still won’t pair, press and hold the monitor’s PAIR button for 8 seconds until you hear two beeps to reset Wi-Fi, then try again.\n * After a firmware update, a brief disconnect is normal—just re-pair the devices.\n\nStill stuck? Email support@momcozy.com for more help!\n(00:03:10) Momcozy: Let’s get your Momcozy BM04 monitor connected! Please make sure your monitor is powered on and your phone is connected to a 2.4 GHz Wi-Fi network. Open the Momcozy app, log in or register, and tap 'Add Device' to select BM04. Follow the prompts to pair your monitor—hold the QR code in front of the camera until you hear a beep, or use the alternative pairing method if needed. If it still won’t connect, try pressing and holding the PAIR button on your monitor for 8 seconds to reset the Wi-Fi, then attempt pairing again. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n(00:05:07) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n(00:05:07) Momcozy: How would you rate your experience?\n\n⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n(00:05:26) Shaylee: I have done all those things and the camera does not detect the QR code\n(00:05:37) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 monitor. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you so much for your patience.\n(00:05:40) Momcozy: To help our specialist team assist you even faster, could you please share your order number with me? This will make sure we can look into your case right away! Thank you so much for your help.\n(00:06:44) Shaylee: We ordered it on Amazon Order # 114-2356825-1883437\n(00:06:52) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n(00:06:52) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(00:06:59) Shaylee: Yes\n(00:07:03) Momcozy: Transferring to a human agent.\n(00:08:23) Momcozy Arriane: Hello! I see you've just started the conversation. I'm here to help you with any questions or problems you may have. Please wait a moment while I gather the necessary information.\n \nThank you for your patience!\n(00:08:51) Shaylee: Thank you\n(00:09:44) Momcozy Arriane: Hi there,\n\nI hope this message finds you well!\n\nWe understand you've been having some difficulty getting your Baby Monitor connected to the app, and we want to thank you for your patience as we work through this together. Let's try these simple steps to get you connected:\n\n1. Getting into Pairing Mode\n\n- Please make sure your device is powered on and the indicator light is blinking slowly;\n- If needed, press and hold the \"Pair\" button for at least 10 seconds until you hear two beeps;\n- Sometimes a simple restart of the device is all it takes!\n\n2. Scanning the QR Code Successfully\n\n- When scanning, hold your device about 20cm away from the camera;\n- Move slowly and keep the code parallel to your phone's camera for best result.\n\n3. Checking Your Wi-Fi Connection\n\n- Please confirm you're using a 2.4G Wi-Fi network;\n- Verify your Wi-Fi is working properly (try accessing Google while connected);\n- Double-check that you've entered the correct Wi-Fi password.\n\n4. Handling Offline Messages\n\n- If the device shows as offline, first check that your Wi-Fi is working normally;\n- Restarting the device or trying to reconnect often helps.\n\nQuick Tips:\n\n- The device won't be found via Bluetooth search—please select it manually in the app;\n- If you see a notification about turning on the local network, feel free to ignore it and continue.\n\nIf you're still experiencing issues, a short video showing the connection process would be incredibly helpful for our team to better understand what's happening.\n\nWe're here to support you every step of the way!\n(00:11:41) Shaylee: I have tried all those things and it still won’t work. I hold the QR code on my phone in front of the camera for a long time and it never connects. I’m not able to take a video at this time because I only have one phone with me and cannot video it and show the QR code not connecting at the same time\n(00:13:13) Momcozy Arriane: Could you please try to screen record the process? Having a video really helps us check the issue with our operations team and figure out the best solution for you. Thank you for your understanding!\n(00:13:33) Shaylee: Yes one moment\n(00:14:37) Momcozy Arriane: No worries, take your time. I’ll be here when you’re ready.\n(00:16:32) Shaylee uploaded: screenrecording_05-12-2026 10-13-46_1.mp4\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KREFKH3JS6T71RAKEMFWFF2G/screenrecording_05-12-2026%2010-13-46_1.mp4\nType: video/mp4\nSize: 12372916\n(00:17:20) Shaylee: Let me know if that works for you\n(00:18:28) Momcozy Arriane: Thanks for sending the video! We noticed it only shows a black screen with no image. If the video file is too large to send here, could you please upload it to WeTransfer and share the link with us? This way, we can receive the full video and assist you better.\n \nHere’s the link to WeTransfer: https://wetransfer.com/\n \nLooking forward to your reply!\n(00:21:28) Shaylee: https://we.tl/t-OyKt4NOibrF7HCtg\n(00:24:33) Momcozy Arriane: Hello,\n\nThank you for bringing this connection issue to our attention. We sincerely apologize for the trouble you've experienced and truly appreciate your patience as we work to resolve this together.\n\nLet's try these steps to get your camera connected smoothly:\n\n1. Activate Your Camera\n\nPlease make sure your camera is in pairing mode. If the indicator light isn't blinking slowly, press and hold the \"Pair\" button until you hear two beeps—this will activate the device for setup.\n\n2. Check Your Wi-Fi Settings\n\nConfirm that you're connected to a 2.4GHz Wi-Fi network and that both the network name and password have been entered correctly.\n\n3. Scan the QR Code Clearly\n\nHold your phone about 15-20cm away from the QR code, ensure your screen brightness is set to normal, and check that the camera lens is clean and free of any protective film.\n\n4. Try an Alternative Connection Method\n\nIf you're still having trouble, you can switch to AP binding by selecting the option in the upper right corner of the binding page.\n\nPlease let us know. Thank you for your cooperation.\n(00:29:04) Shaylee: It worked! Thank you so much!\n(00:29:33) Momcozy Arriane: Hello!\n \nThat's fantastic news! I'm so glad to hear that it worked for you. If you have any more questions or need further assistance, please don't hesitate to reach out. We're always here to help!\n \nThank you for choosing Momcozy and have a wonderful day!\n \nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(00:01:52) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(00:02:09) Shaylee: Other inquiries\n<br>(00:02:12) Momcozy: Please tell us what you need help with.\n<br>(00:02:24) Shaylee: Mom cozy monitor not connecting to app on phone\n<br>(00:02:33) Momcozy: To help you get your Momcozy monitor connected, could you please let me know the product model? You can usually find the model number on the bottom of your device or on the packaging box. Once I have this info, I’ll be able to guide you more accurately!\n<br>(00:02:50) Shaylee: It’s the BM04 model\n<br>(00:03:07) Momcozy: Let’s get your BM04 monitor connected! Here’s what you can try:</p>\n\n<p dir=\"auto\"> * Open the Momcozy app, log in or register, then tap Add Device and choose BM04 to start pairing.\n<br> * Make sure your monitor is powered on and fully started up.\n<br> * Connect your phone to a 2.4 GHz Wi-Fi network, select your home Wi-Fi in the app, and carefully enter your password.\n<br> * Hold the QR code in front of the camera until you hear a beep, or use the app’s alternative pairing method if needed.\n<br> * If it still won’t pair, press and hold the monitor’s PAIR button for 8 seconds until you hear two beeps to reset Wi-Fi, then try again.\n<br> * After a firmware update, a brief disconnect is normal—just re-pair the devices.</p>\n\n<p dir=\"auto\">Still stuck? Email <a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a> for more help!\n<br>(00:03:10) Momcozy: Let’s get your Momcozy BM04 monitor connected! Please make sure your monitor is powered on and your phone is connected to a 2.4 GHz Wi-Fi network. Open the Momcozy app, log in or register, and tap 'Add Device' to select BM04. Follow the prompts to pair your monitor—hold the QR code in front of the camera until you hear a beep, or use the alternative pairing method if needed. If it still won’t connect, try pressing and holding the PAIR button on your monitor for 8 seconds to reset the Wi-Fi, then attempt pairing again. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n<br>(00:05:07) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n<br>(00:05:07) Momcozy: How would you rate your experience?</p>\n\n<p dir=\"auto\">⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n<br>(00:05:26) Shaylee: I have done all those things and the camera does not detect the QR code\n<br>(00:05:37) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 monitor. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you so much for your patience.\n<br>(00:05:40) Momcozy: To help our specialist team assist you even faster, could you please share your order number with me? This will make sure we can look into your case right away! Thank you so much for your help.\n<br>(00:06:44) Shaylee: We ordered it on Amazon Order # 114-2356825-1883437\n<br>(00:06:52) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n<br>(00:06:52) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(00:06:59) Shaylee: Yes\n<br>(00:07:03) Momcozy: Transferring to a human agent.\n<br>(00:08:23) Momcozy Arriane: Hello! I see you've just started the conversation. I'm here to help you with any questions or problems you may have. Please wait a moment while I gather the necessary information.\n<br> \n<br>Thank you for your patience!\n<br>(00:08:51) Shaylee: Thank you\n<br>(00:09:44) Momcozy Arriane: Hi there,</p>\n\n<p dir=\"auto\">I hope this message finds you well!</p>\n\n<p dir=\"auto\">We understand you've been having some difficulty getting your Baby Monitor connected to the app, and we want to thank you for your patience as we work through this together. Let's try these simple steps to get you connected:</p>\n\n<p dir=\"auto\">1. Getting into Pairing Mode</p>\n\n<p dir=\"auto\">- Please make sure your device is powered on and the indicator light is blinking slowly;\n<br>- If needed, press and hold the \"Pair\" button for at least 10 seconds until you hear two beeps;\n<br>- Sometimes a simple restart of the device is all it takes!</p>\n\n<p dir=\"auto\">2. Scanning the QR Code Successfully</p>\n\n<p dir=\"auto\">- When scanning, hold your device about 20cm away from the camera;\n<br>- Move slowly and keep the code parallel to your phone's camera for best result.</p>\n\n<p dir=\"auto\">3. Checking Your Wi-Fi Connection</p>\n\n<p dir=\"auto\">- Please confirm you're using a 2.4G Wi-Fi network;\n<br>- Verify your Wi-Fi is working properly (try accessing Google while connected);\n<br>- Double-check that you've entered the correct Wi-Fi password.</p>\n\n<p dir=\"auto\">4. Handling Offline Messages</p>\n\n<p dir=\"auto\">- If the device shows as offline, first check that your Wi-Fi is working normally;\n<br>- Restarting the device or trying to reconnect often helps.</p>\n\n<p dir=\"auto\">Quick Tips:</p>\n\n<p dir=\"auto\">- The device won't be found via Bluetooth search—please select it manually in the app;\n<br>- If you see a notification about turning on the local network, feel free to ignore it and continue.</p>\n\n<p dir=\"auto\">If you're still experiencing issues, a short video showing the connection process would be incredibly helpful for our team to better understand what's happening.</p>\n\n<p dir=\"auto\">We're here to support you every step of the way!\n<br>(00:11:41) Shaylee: I have tried all those things and it still won’t work. I hold the QR code on my phone in front of the camera for a long time and it never connects. I’m not able to take a video at this time because I only have one phone with me and cannot video it and show the QR code not connecting at the same time\n<br>(00:13:13) Momcozy Arriane: Could you please try to screen record the process? Having a video really helps us check the issue with our operations team and figure out the best solution for you. Thank you for your understanding!\n<br>(00:13:33) Shaylee: Yes one moment\n<br>(00:14:37) Momcozy Arriane: No worries, take your time. I’ll be here when you’re ready.\n<br>(00:16:32) Shaylee uploaded: screenrecording_05-12-2026 10-13-46_1.mp4\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KREFKH3JS6T71RAKEMFWFF2G/screenrecording_05-12-2026%2010-13-46_1.mp4\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KREFKH3JS6T71RAKEMFWFF2G/screenrecording_05-12-2026%2010-13-46_1.mp4</a>\n<br>Type: video/mp4\n<br>Size: 12372916\n<br>(00:17:20) Shaylee: Let me know if that works for you\n<br>(00:18:28) Momcozy Arriane: Thanks for sending the video! We noticed it only shows a black screen with no image. If the video file is too large to send here, could you please upload it to WeTransfer and share the link with us? This way, we can receive the full video and assist you better.\n<br> \n<br>Here’s the link to WeTransfer: <a href=\"https://wetransfer.com/\" target=\"_blank\" rel=\"nofollow noreferrer\">https://wetransfer.com/</a>\n<br> \n<br>Looking forward to your reply!\n<br>(00:21:28) Shaylee: <a href=\"https://we.tl/t-OyKt4NOibrF7HCtg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://we.tl/t-OyKt4NOibrF7HCtg</a>\n<br>(00:24:33) Momcozy Arriane: Hello,</p>\n\n<p dir=\"auto\">Thank you for bringing this connection issue to our attention. We sincerely apologize for the trouble you've experienced and truly appreciate your patience as we work to resolve this together.</p>\n\n<p dir=\"auto\">Let's try these steps to get your camera connected smoothly:</p>\n\n<p dir=\"auto\">1. Activate Your Camera</p>\n\n<p dir=\"auto\">Please make sure your camera is in pairing mode. If the indicator light isn't blinking slowly, press and hold the \"Pair\" button until you hear two beeps—this will activate the device for setup.</p>\n\n<p dir=\"auto\">2. Check Your Wi-Fi Settings</p>\n\n<p dir=\"auto\">Confirm that you're connected to a 2.4GHz Wi-Fi network and that both the network name and password have been entered correctly.</p>\n\n<p dir=\"auto\">3. Scan the QR Code Clearly</p>\n\n<p dir=\"auto\">Hold your phone about 15-20cm away from the QR code, ensure your screen brightness is set to normal, and check that the camera lens is clean and free of any protective film.</p>\n\n<p dir=\"auto\">4. Try an Alternative Connection Method</p>\n\n<p dir=\"auto\">If you're still having trouble, you can switch to AP binding by selecting the option in the upper right corner of the binding page.</p>\n\n<p dir=\"auto\">Please let us know. Thank you for your cooperation.\n<br>(00:29:04) Shaylee: It worked! Thank you so much!\n<br>(00:29:33) Momcozy Arriane: Hello!\n<br> \n<br>That's fantastic news! I'm so glad to hear that it worked for you. If you have any more questions or need further assistance, please don't hesitate to reach out. We're always here to help!\n<br> \n<br>Thank you for choosing Momcozy and have a wonderful day!\n<br> \n<br>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.</p></div>",
"plain_body": "(00:01:52) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(00:02:09) Shaylee: Other inquiries\n\n(00:02:12) Momcozy: Please tell us what you need help with.\n\n(00:02:24) Shaylee: Mom cozy monitor not connecting to app on phone\n\n(00:02:33) Momcozy: To help you get your Momcozy monitor connected, could you please let me know the product model? You can usually find the model number on the bottom of your device or on the packaging box. Once I have this info, I’ll be able to guide you more accurately!\n\n(00:02:50) Shaylee: It’s the BM04 model\n\n(00:03:07) Momcozy: Let’s get your BM04 monitor connected! Here’s what you can try: \n\n * Open the Momcozy app, log in or register, then tap Add Device and choose BM04 to start pairing.\n\n * Make sure your monitor is powered on and fully started up.\n\n * Connect your phone to a 2.4 GHz Wi-Fi network, select your home Wi-Fi in the app, and carefully enter your password.\n\n * Hold the QR code in front of the camera until you hear a beep, or use the app’s alternative pairing method if needed.\n\n * If it still won’t pair, press and hold the monitor’s PAIR button for 8 seconds until you hear two beeps to reset Wi-Fi, then try again.\n\n * After a firmware update, a brief disconnect is normal—just re-pair the devices. \n\n Still stuck? Email support@momcozy.com for more help!\n\n(00:03:10) Momcozy: Let’s get your Momcozy BM04 monitor connected! Please make sure your monitor is powered on and your phone is connected to a 2.4 GHz Wi-Fi network. Open the Momcozy app, log in or register, and tap 'Add Device' to select BM04. Follow the prompts to pair your monitor—hold the QR code in front of the camera until you hear a beep, or use the alternative pairing method if needed. If it still won’t connect, try pressing and holding the PAIR button on your monitor for 8 seconds to reset the Wi-Fi, then attempt pairing again. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(00:05:07) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(00:05:07) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(00:05:26) Shaylee: I have done all those things and the camera does not detect the QR code\n\n(00:05:37) Momcozy: I’m really sorry the previous steps didn’t solve the issue with your BM04 monitor. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you so much for your patience.\n\n(00:05:40) Momcozy: To help our specialist team assist you even faster, could you please share your order number with me? This will make sure we can look into your case right away! Thank you so much for your help.\n\n(00:06:44) Shaylee: We ordered it on Amazon Order # 114-2356825-1883437\n\n(00:06:52) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(00:06:52) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(00:06:59) Shaylee: Yes\n\n(00:07:03) Momcozy: Transferring to a human agent.\n\n(00:08:23) Momcozy Arriane: Hello! I see you've just started the conversation. I'm here to help you with any questions or problems you may have. Please wait a moment while I gather the necessary information.\n\n \n\nThank you for your patience!\n\n(00:08:51) Shaylee: Thank you\n\n(00:09:44) Momcozy Arriane: Hi there, \n\n I hope this message finds you well! \n\n We understand you've been having some difficulty getting your Baby Monitor connected to the app, and we want to thank you for your patience as we work through this together. Let's try these simple steps to get you connected: \n\n 1. Getting into Pairing Mode \n\n - Please make sure your device is powered on and the indicator light is blinking slowly;\n\n- If needed, press and hold the \"Pair\" button for at least 10 seconds until you hear two beeps;\n\n- Sometimes a simple restart of the device is all it takes! \n\n 2. Scanning the QR Code Successfully \n\n - When scanning, hold your device about 20cm away from the camera;\n\n- Move slowly and keep the code parallel to your phone's camera for best result. \n\n 3. Checking Your Wi-Fi Connection \n\n - Please confirm you're using a 2.4G Wi-Fi network;\n\n- Verify your Wi-Fi is working properly (try accessing Google while connected);\n\n- Double-check that you've entered the correct Wi-Fi password. \n\n 4. Handling Offline Messages \n\n - If the device shows as offline, first check that your Wi-Fi is working normally;\n\n- Restarting the device or trying to reconnect often helps. \n\n Quick Tips: \n\n - The device won't be found via Bluetooth search—please select it manually in the app;\n\n- If you see a notification about turning on the local network, feel free to ignore it and continue. \n\n If you're still experiencing issues, a short video showing the connection process would be incredibly helpful for our team to better understand what's happening. \n\n We're here to support you every step of the way!\n\n(00:11:41) Shaylee: I have tried all those things and it still won’t work. I hold the QR code on my phone in front of the camera for a long time and it never connects. I’m not able to take a video at this time because I only have one phone with me and cannot video it and show the QR code not connecting at the same time\n\n(00:13:13) Momcozy Arriane: Could you please try to screen record the process? Having a video really helps us check the issue with our operations team and figure out the best solution for you. Thank you for your understanding!\n\n(00:13:33) Shaylee: Yes one moment\n\n(00:14:37) Momcozy Arriane: No worries, take your time. I’ll be here when you’re ready.\n\n(00:16:32) Shaylee uploaded: screenrecording_05-12-2026 10-13-46_1.mp4\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KREFKH3JS6T71RAKEMFWFF2G/screenrecording_05-12-2026%2010-13-46_1.mp4\n\nType: video/mp4\n\nSize: 12372916\n\n(00:17:20) Shaylee: Let me know if that works for you\n\n(00:18:28) Momcozy Arriane: Thanks for sending the video! We noticed it only shows a black screen with no image. If the video file is too large to send here, could you please upload it to WeTransfer and share the link with us? This way, we can receive the full video and assist you better.\n\n \n\nHere’s the link to WeTransfer: https://wetransfer.com/\n\n \n\nLooking forward to your reply!\n\n(00:21:28) Shaylee: https://we.tl/t-OyKt4NOibrF7HCtg\n\n(00:24:33) Momcozy Arriane: Hello, \n\n Thank you for bringing this connection issue to our attention. We sincerely apologize for the trouble you've experienced and truly appreciate your patience as we work to resolve this together. \n\n Let's try these steps to get your camera connected smoothly: \n\n 1. Activate Your Camera \n\n Please make sure your camera is in pairing mode. If the indicator light isn't blinking slowly, press and hold the \"Pair\" button until you hear two beeps—this will activate the device for setup. \n\n 2. Check Your Wi-Fi Settings \n\n Confirm that you're connected to a 2.4GHz Wi-Fi network and that both the network name and password have been entered correctly. \n\n 3. Scan the QR Code Clearly \n\n Hold your phone about 15-20cm away from the QR code, ensure your screen brightness is set to normal, and check that the camera lens is clean and free of any protective film. \n\n 4. Try an Alternative Connection Method \n\n If you're still having trouble, you can switch to AP binding by selecting the option in the upper right corner of the binding page. \n\n Please let us know. Thank you for your cooperation.\n\n(00:29:04) Shaylee: It worked! Thank you so much!\n\n(00:29:33) Momcozy Arriane: Hello!\n\n \n\nThat's fantastic news! I'm so glad to hear that it worked for you. If you have any more questions or need further assistance, please don't hesitate to reach out. We're always here to help!\n\n \n\nThank you for choosing Momcozy and have a wonderful day!\n\n \n\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
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"html_text": "Hello,<br /><br />Thank you for bringing this connection issue to our attention. We sincerely apologize for the trouble you've experienced and truly appreciate your patience as we work to resolve this together.<br /><br />Let's try these steps to get your camera connected smoothly:<br /><br />1. Activate Your Camera<br /><br />Please make sure your camera is in pairing mode. If the indicator light isn't blinking slowly, press and hold the \"Pair\" button until you hear two beeps—this will activate the device for setup.<br /><br />2. Check Your Wi-Fi Settings<br /><br />Confirm that you're connected to a 2.4GHz Wi-Fi network and that both the network name and password have been entered correctly.<br /><br />3. Scan the QR Code Clearly<br /><br />Hold your phone about 15-20cm away from the QR code, ensure your screen brightness is set to normal, and check that the camera lens is clean and free of any protective film.<br /><br />4. Try an Alternative Connection Method<br /><br />If you're still having trouble, you can switch to AP binding by selecting the option in the upper right corner of the binding page.<br /><br />Please let us know. Thank you for your cooperation."
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