提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252357",
"subject": "Re: Notify from Momcozy about you request",
"description": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\"\n\nHi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video\n\nOn Apr 29, 2026, at 10:24 PM, Julia Belsan wrote:\n\n\nHi,\nThe issue is still happening with the time changing back an hour despite your recommendations\n\nOn Apr 29, 2026, at 3:01 AM, Momcozy support wrote:\n\n\n\nDear Julia,\n\nWe are the customer support team from Momcozy.\n\nWould you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.\n\nIf the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.\n\nHere is the copy of the previous email:\n\nDear Julia,\n\nThank you for your message. We hope you're doing well!\n\nFor the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n\n 1. Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.\n 2. Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.\n\nIf the issue persists, you can try upgrading the firmware:\n\n * Download the upgrade file from this link .\n * Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n * Insert the SD card into the camera slot and power on the device.\n * The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.\n\nFor the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.\n\nIf your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.\n\nBest regards,\nMomcozy Customer Support Team\n\nHave a wonderful day!\nCustomer Support Team from Momcozy\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\nOn April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\nHi,\n\nI recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!\n\nJulia Kinane\n\n[VEWVWD-YND44]",
"status": "hold",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-12T17:47:09Z",
"updated_at": "2026-05-14T03:24:27Z"
},
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"agents_notes_field_id": "34029476051481",
"agents_notes_label": "2026/5/14 resent and hold for review\n\nJulia Kinane\n21 Hardwick Road Quincy MA 02169 USA\n7819747203\n\n2026/5/13 confirm address to resend, TBS done\n\n\n\nBM04 temp.& time display error",
"agents_notes": "2026/5/14 resent and hold for review\n\nJulia Kinane\n21 Hardwick Road Quincy MA 02169 USA\n7819747203\n\n2026/5/13 confirm address to resend, TBS done\n\nBM04 temp.& time display error",
"category_field_id": "34154549939865",
"category_name": "EPI::Time Display Issue",
"category_value": "epi__time_display_issue",
"category_zh": "时间显示问题"
},
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"type": "Comment",
"created_at": "2026-05-14T03:24:27Z",
"author_id": "50826802786329",
"author_name": "RT-CD-Feeding-Paul",
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"text": "Hi Julia,\n \nThank you so much for your confirmation! We truly appreciate your patience and understanding as we work to make things right with your order. \n \nWe have arranged a replacement for you, and it should be ready to ship in about 1-2 business days. Once it’s on its way, you can expect delivery in about 3-7 business days. Feel free to reach out for your tracking number after 2 days—we'll be happy to provide it!\n \nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨ \n \nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you! \n \nBest regards, \nMomcozy Customer Support Team💛\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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"type": "Comment",
"created_at": "2026-05-13T10:13:10Z",
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"text": "Hi thank you, \n \n\n \n Julia Kinane \n 21 Hardwick Road Quincy MA 02169 USA \n 7819747203"
},
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"type": "Comment",
"created_at": "2026-05-13T09:02:40Z",
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"text": "Hi Julia,\n \nThank you for the update. We are sincerely sorry to hear about the issue with your device. For our further steps, please kindly confirm with the following information so that we can send you a replacement BM04:\n\nFull name:\nDetailed Street Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nPhone number:\n \nYour cooperation in this matter is sincerely appreciated, as it will help us resolve the issue promptly and ensure your satisfaction with our service. \n \nPlease be kindly advised that our parcel is normally shipped within 48 hours. Thanks for your understanding. \n \nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57865331703833",
"type": "Comment",
"created_at": "2026-05-13T02:44:54Z",
"author_id": "32358742915609",
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"text": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1252366 \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request #1252366: \n This is a follow-up to your previous request #1204948 \"issue with baby monitor\" \n \n On May 12, 2026, at 1:46 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video \n \n On Apr 29, 2026, at 10:24 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi, \n The issue is still happening with the time changing back an hour despite your recommendations \n \n On Apr 29, 2026, at 3:01 AM, Momcozy support support@momcozy.com wrote: \n \n Dear Julia, \n We are the customer support team from Momcozy. \n Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved. \n If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved. \n Here is the copy of the previous email: \n Dear Julia, \n Thank you for your message. We hope you're doing well! \n For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n\n1. Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.\n\n2. Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting. \n If the issue persists, you can try upgrading the firmware:\n\n- Download the upgrade file from this link.\n\n- Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n\n- Insert the SD card into the camera slot and power on the device.\n\n- The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete. \n For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance. \n If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team \n Have a wonderful day!\n\nCustomer Support Team from Momcozy \n This email is a service from Momcozy. Delivered by Zendesk \n On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote: \n \n Hi, \n I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great! \n Julia Kinane \n \n [VEWVWD-YND44]"
},
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"conversation_id": "57864771312025",
"type": "Comment",
"created_at": "2026-05-13T02:29:06Z",
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"text": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1252365 \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request #1252365: \n This is a follow-up to your previous request #1204948 \"issue with baby monitor\" \n \n On May 12, 2026, at 1:46 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video \n \n On Apr 29, 2026, at 10:24 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi, \n The issue is still happening with the time changing back an hour despite your recommendations \n \n On Apr 29, 2026, at 3:01 AM, Momcozy support support@momcozy.com wrote: \n \n Dear Julia, \n We are the customer support team from Momcozy. \n Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved. \n If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved. \n Here is the copy of the previous email: \n Dear Julia, \n Thank you for your message. We hope you're doing well! \n For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n\n1. Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.\n\n2. Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting. \n If the issue persists, you can try upgrading the firmware:\n\n- Download the upgrade file from this link.\n\n- Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n\n- Insert the SD card into the camera slot and power on the device.\n\n- The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete. \n For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance. \n If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team \n Have a wonderful day!\n\nCustomer Support Team from Momcozy \n This email is a service from Momcozy. Delivered by Zendesk \n On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote: \n \n Hi, \n I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great! \n Julia Kinane \n \n [VEWVWD-YND44]"
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"text": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\" \n Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video"
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"body": "Hi Julia,\n\nThank you so much for your confirmation! We truly appreciate your patience and understanding as we work to make things right with your order.\n\nWe have arranged a replacement for you, and it should be ready to ship in about 1-2 business days. Once it’s on its way, you can expect delivery in about **3-7** business days. Feel free to reach out for your tracking number after 2 days—we'll be happy to provide it!\n\nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨\n\nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you!\n\nBest regards,\nMomcozy Customer Support Team💛\n\n——————————————————————————————————————————————\n\n_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._",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi Julia,<br> <br>Thank you so much for your confirmation! We truly appreciate your patience and understanding as we work to make things right with your order. <br> <br>We have arranged a replacement for you, and it should be ready to ship in about 1-2 business days. Once it’s on its way, you can expect delivery in about<strong> 3-7</strong> business days. Feel free to reach out for your tracking number after 2 days—we'll be happy to provide it!<br> <br>If you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨ <br> <br>Thanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you! <br> <br>Best regards, <br>Momcozy Customer Support Team💛<br> <br>—————————————————————————————————————————————— <br> <br><span style=\"color: rgb(9,110,204);\"><i>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.</i></span><br></div>",
"plain_body": "Hi Julia,\n \nThank you so much for your confirmation! We truly appreciate your patience and understanding as we work to make things right with your order. \n \nWe have arranged a replacement for you, and it should be ready to ship in about 1-2 business days. Once it’s on its way, you can expect delivery in about 3-7 business days. Feel free to reach out for your tracking number after 2 days—we'll be happy to provide it!\n \nIf you have any questions or if there’s anything else on your mind, please don’t hesitate to get in touch. We're here for you and want to ensure you have a fabulous experience with Momcozy. ✨ \n \nThanks once again for your understanding and support. We genuinely appreciate your business and can’t wait to sort everything out for you! \n \nBest regards, \nMomcozy Customer Support Team💛\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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"body": "Hi thank you,\n\n\n\nJulia Kinane\n\n21 Hardwick Road Quincy MA 02169 USA\n\n7819747203",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\"></div>\n<div dir=\"ltr\">Hi thank you,</div>\n<div dir=\"ltr\"><br>\n</div>\n<div dir=\"ltr\">Julia Kinane</div>\n<div dir=\"ltr\">21 Hardwick Road Quincy MA 02169 USA</div>\n<div dir=\"ltr\">7819747203</div></div>",
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"body": "Hi Julia,\n\nThank you for the update. We are sincerely sorry to hear about the issue with your device. For our further steps, please kindly confirm with the following information so that we can send you a replacement BM04:\n\n_**Full name:**_\n_**Detailed Street Address:**_\n_**City:**_\n_**State/Province:**_\n_**Country:**_\n_**Zip Code:**_\n_**Phone number:**_\n\nYour cooperation in this matter is sincerely appreciated, as it will help us resolve the issue promptly and ensure your satisfaction with our service.\n\nPlease be kindly advised that our parcel is normally shipped within 48 hours. Thanks for your understanding.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi Julia,<br> <br>Thank you for the update. We are sincerely sorry to hear about the issue with your device. For our further steps, please kindly confirm with the following information so that we can send you a replacement BM04:<br><br><i><strong>Full name:</strong></i><br><i><strong>Detailed Street Address:</strong></i><br><i><strong>City:</strong></i><br><i><strong>State/Province:</strong></i><br><i><strong>Country:</strong></i><br><i><strong>Zip Code:</strong></i><br><i><strong>Phone number:</strong></i><br> <br>Your cooperation in this matter is sincerely appreciated, as it will help us resolve the issue promptly and ensure your satisfaction with our service. <br> <br>Please be kindly advised that our parcel is normally shipped within 48 hours. Thanks for your understanding. <br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hi Julia,\n \nThank you for the update. We are sincerely sorry to hear about the issue with your device. For our further steps, please kindly confirm with the following information so that we can send you a replacement BM04:\n\nFull name:\nDetailed Street Address:\nCity:\nState/Province:\nCountry:\nZip Code:\nPhone number:\n \nYour cooperation in this matter is sincerely appreciated, as it will help us resolve the issue promptly and ensure your satisfaction with our service. \n \nPlease be kindly advised that our parcel is normally shipped within 48 hours. Thanks for your understanding. \n \nBest regards,\nMomcozy Customer Support Team",
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"body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.\n\n\nRequest #1252366 \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request #1252366:\n\n\nThis is a follow-up to your previous request #1204948 \"issue with baby monitor\"\n\n\n\n\n\n> On May 12, 2026, at 1:46 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n\n> \n>\n> Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video\n>\n>\n>\n>\n>\n> > On Apr 29, 2026, at 10:24 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n>\n> > \n> >\n> > Hi,\n> >\n> > The issue is still happening with the time changing back an hour despite your recommendations\n> >\n> >\n> >\n> > > On Apr 29, 2026, at 3:01 AM, Momcozy support <support@momcozy.com> wrote:\n> >\n> > > \n> > >\n> > > Dear Julia,\n> > >\n> > > We are the customer support team from Momcozy.\n> > >\n> > > Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.\n> > >\n> > > If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.\n> > >\n> > > Here is the copy of the previous email:\n> > >\n> > > Dear Julia,\n> > >\n> > > Thank you for your message. We hope you're doing well!\n> > >\n> > > For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n> > > 1. **Manually Set the Time**: After fully charging and powering on the monitor, set the correct time and date.\n> > > 2. **Maintain Battery Power**: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.\n> > >\n> > > If the issue persists, you can try upgrading the firmware:\n> > > - Download the upgrade file from this link.\n> > > - Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n> > > - Insert the SD card into the camera slot and power on the device.\n> > > - The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.\n> > >\n> > > For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.\n> > >\n> > > If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.\n> > >\n> > > Best regards,\n> > > Momcozy Customer Support Team\n> > >\n> > > Have a wonderful day!\n> > > Customer Support Team from Momcozy\n> > >\n> > >\n> > >\n> > > This email is a service from Momcozy. Delivered by Zendesk\n> > >\n> > >\n> > > On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\n> > >\n> > > > Hi,\n> > > >\n> > > >\n> > > >\n> > > > I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!\n> > > >\n> > > >\n> > > >\n> > > > Julia Kinane\n> > >\n> > > [VEWVWD-YND44]",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.</p>\n<p dir=\"auto\">Request <a href=\"/agent/tickets/1252366\" target=\"_blank\" rel=\"ticket\">#1252366</a> \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request <a href=\"/agent/tickets/1252366\" target=\"_blank\" rel=\"ticket\">#1252366</a>:</p>\n<p dir=\"auto\">This is a follow-up to your previous request <a href=\"/agent/tickets/1204948\" target=\"_blank\" rel=\"ticket\">#1204948</a> \"issue with baby monitor\"</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">On May 12, 2026, at 1:46 PM, Julia Belsan <a href=\"mailto:jcbelsan@hotmail.com\" rel=\"noreferrer\">jcbelsan@hotmail.com</a> wrote:</p>\n<p dir=\"auto\"></p>\n<p dir=\"auto\">Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">On Apr 29, 2026, at 10:24 PM, Julia Belsan <a href=\"mailto:jcbelsan@hotmail.com\" rel=\"noreferrer\">jcbelsan@hotmail.com</a> wrote:</p>\n<p dir=\"auto\"></p>\n<p dir=\"auto\">Hi,</p>\n<p dir=\"auto\">The issue is still happening with the time changing back an hour despite your recommendations</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">On Apr 29, 2026, at 3:01 AM, Momcozy support <a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a> wrote:</p>\n<p dir=\"auto\"></p>\n<p dir=\"auto\">Dear Julia,</p>\n<p dir=\"auto\">We are the customer support team from Momcozy.</p>\n<p dir=\"auto\">Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.</p>\n<p dir=\"auto\">If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.</p>\n<p dir=\"auto\">Here is the copy of the previous email:</p>\n<p dir=\"auto\">Dear Julia,</p>\n<p dir=\"auto\">Thank you for your message. We hope you're doing well!</p>\n<p dir=\"auto\">For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:<br>\n1. <strong>Manually Set the Time</strong>: After fully charging and powering on the monitor, set the correct time and date.<br>\n2. <strong>Maintain Battery Power</strong>: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.</p>\n<p dir=\"auto\">If the issue persists, you can try upgrading the firmware:<br>\n- Download the upgrade file from this link.<br>\n- Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.<br>\n- Insert the SD card into the camera slot and power on the device.<br>\n- The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.</p>\n<p dir=\"auto\">For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.</p>\n<p dir=\"auto\">If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.</p>\n<p dir=\"auto\">Best regards,<br>\nMomcozy Customer Support Team</p>\n<p dir=\"auto\">Have a wonderful day!<br>\nCustomer Support Team from Momcozy</p>\n<p dir=\"auto\">This email is a service from Momcozy. Delivered by Zendesk</p>\n<p dir=\"auto\">On April 24, 2026 at 3:36:36 PM UTC, Julia <a href=\"mailto:jcbelsan@hotmail.com\" rel=\"noreferrer\">jcbelsan@hotmail.com</a> wrote:</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">Hi,</p>\n<p dir=\"auto\">I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!</p>\n<p dir=\"auto\">Julia Kinane</p>\n</blockquote>\n<p dir=\"auto\">[VEWVWD-YND44]</p>\n</blockquote>\n</blockquote>\n</blockquote></div>",
"plain_body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1252366 \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request #1252366: \n This is a follow-up to your previous request #1204948 \"issue with baby monitor\" \n \n On May 12, 2026, at 1:46 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video \n \n On Apr 29, 2026, at 10:24 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi, \n The issue is still happening with the time changing back an hour despite your recommendations \n \n On Apr 29, 2026, at 3:01 AM, Momcozy support support@momcozy.com wrote: \n \n Dear Julia, \n We are the customer support team from Momcozy. \n Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved. \n If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved. \n Here is the copy of the previous email: \n Dear Julia, \n Thank you for your message. We hope you're doing well! \n For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n\n1. Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.\n\n2. Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting. \n If the issue persists, you can try upgrading the firmware:\n\n- Download the upgrade file from this link.\n\n- Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n\n- Insert the SD card into the camera slot and power on the device.\n\n- The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete. \n For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance. \n If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team \n Have a wonderful day!\n\nCustomer Support Team from Momcozy \n This email is a service from Momcozy. Delivered by Zendesk \n On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote: \n \n Hi, \n I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great! \n Julia Kinane \n \n [VEWVWD-YND44]",
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"body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.\n\n\nRequest #1252365 \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request #1252365:\n\n\nThis is a follow-up to your previous request #1204948 \"issue with baby monitor\"\n\n\n\n\n\n> On May 12, 2026, at 1:46 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n\n> \n>\n> Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video\n>\n>\n>\n>\n>\n> > On Apr 29, 2026, at 10:24 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n>\n> > \n> >\n> > Hi,\n> >\n> > The issue is still happening with the time changing back an hour despite your recommendations\n> >\n> >\n> >\n> > > On Apr 29, 2026, at 3:01 AM, Momcozy support <support@momcozy.com> wrote:\n> >\n> > > \n> > >\n> > > Dear Julia,\n> > >\n> > > We are the customer support team from Momcozy.\n> > >\n> > > Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.\n> > >\n> > > If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.\n> > >\n> > > Here is the copy of the previous email:\n> > >\n> > > Dear Julia,\n> > >\n> > > Thank you for your message. We hope you're doing well!\n> > >\n> > > For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n> > > 1. **Manually Set the Time**: After fully charging and powering on the monitor, set the correct time and date.\n> > > 2. **Maintain Battery Power**: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.\n> > >\n> > > If the issue persists, you can try upgrading the firmware:\n> > > - Download the upgrade file from this link.\n> > > - Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n> > > - Insert the SD card into the camera slot and power on the device.\n> > > - The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.\n> > >\n> > > For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.\n> > >\n> > > If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.\n> > >\n> > > Best regards,\n> > > Momcozy Customer Support Team\n> > >\n> > > Have a wonderful day!\n> > > Customer Support Team from Momcozy\n> > >\n> > >\n> > >\n> > > This email is a service from Momcozy. Delivered by Zendesk\n> > >\n> > >\n> > > On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\n> > >\n> > > > Hi,\n> > > >\n> > > >\n> > > >\n> > > > I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!\n> > > >\n> > > >\n> > > >\n> > > > Julia Kinane\n> > >\n> > > [VEWVWD-YND44]",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.</p>\n<p dir=\"auto\">Request <a href=\"/agent/tickets/1252365\" target=\"_blank\" rel=\"ticket\">#1252365</a> \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request <a href=\"/agent/tickets/1252365\" target=\"_blank\" rel=\"ticket\">#1252365</a>:</p>\n<p dir=\"auto\">This is a follow-up to your previous request <a href=\"/agent/tickets/1204948\" target=\"_blank\" rel=\"ticket\">#1204948</a> \"issue with baby monitor\"</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">On May 12, 2026, at 1:46 PM, Julia Belsan <a href=\"mailto:jcbelsan@hotmail.com\" rel=\"noreferrer\">jcbelsan@hotmail.com</a> wrote:</p>\n<p dir=\"auto\"></p>\n<p dir=\"auto\">Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">On Apr 29, 2026, at 10:24 PM, Julia Belsan <a href=\"mailto:jcbelsan@hotmail.com\" rel=\"noreferrer\">jcbelsan@hotmail.com</a> wrote:</p>\n<p dir=\"auto\"></p>\n<p dir=\"auto\">Hi,</p>\n<p dir=\"auto\">The issue is still happening with the time changing back an hour despite your recommendations</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">On Apr 29, 2026, at 3:01 AM, Momcozy support <a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a> wrote:</p>\n<p dir=\"auto\"></p>\n<p dir=\"auto\">Dear Julia,</p>\n<p dir=\"auto\">We are the customer support team from Momcozy.</p>\n<p dir=\"auto\">Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.</p>\n<p dir=\"auto\">If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.</p>\n<p dir=\"auto\">Here is the copy of the previous email:</p>\n<p dir=\"auto\">Dear Julia,</p>\n<p dir=\"auto\">Thank you for your message. We hope you're doing well!</p>\n<p dir=\"auto\">For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:<br>\n1. <strong>Manually Set the Time</strong>: After fully charging and powering on the monitor, set the correct time and date.<br>\n2. <strong>Maintain Battery Power</strong>: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.</p>\n<p dir=\"auto\">If the issue persists, you can try upgrading the firmware:<br>\n- Download the upgrade file from this link.<br>\n- Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.<br>\n- Insert the SD card into the camera slot and power on the device.<br>\n- The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.</p>\n<p dir=\"auto\">For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.</p>\n<p dir=\"auto\">If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.</p>\n<p dir=\"auto\">Best regards,<br>\nMomcozy Customer Support Team</p>\n<p dir=\"auto\">Have a wonderful day!<br>\nCustomer Support Team from Momcozy</p>\n<p dir=\"auto\">This email is a service from Momcozy. Delivered by Zendesk</p>\n<p dir=\"auto\">On April 24, 2026 at 3:36:36 PM UTC, Julia <a href=\"mailto:jcbelsan@hotmail.com\" rel=\"noreferrer\">jcbelsan@hotmail.com</a> wrote:</p>\n<blockquote dir=\"ltr\">\n<p dir=\"auto\">Hi,</p>\n<p dir=\"auto\">I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!</p>\n<p dir=\"auto\">Julia Kinane</p>\n</blockquote>\n<p dir=\"auto\">[VEWVWD-YND44]</p>\n</blockquote>\n</blockquote>\n</blockquote></div>",
"plain_body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1252365 \"Re: Notify from Momcozy about you request\" was closed and auto merged into this request. Last comment in request #1252365: \n This is a follow-up to your previous request #1204948 \"issue with baby monitor\" \n \n On May 12, 2026, at 1:46 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video \n \n On Apr 29, 2026, at 10:24 PM, Julia Belsan jcbelsan@hotmail.com wrote: \n \n Hi, \n The issue is still happening with the time changing back an hour despite your recommendations \n \n On Apr 29, 2026, at 3:01 AM, Momcozy support support@momcozy.com wrote: \n \n Dear Julia, \n We are the customer support team from Momcozy. \n Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved. \n If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved. \n Here is the copy of the previous email: \n Dear Julia, \n Thank you for your message. We hope you're doing well! \n For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n\n1. Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.\n\n2. Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting. \n If the issue persists, you can try upgrading the firmware:\n\n- Download the upgrade file from this link.\n\n- Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n\n- Insert the SD card into the camera slot and power on the device.\n\n- The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete. \n For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance. \n If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team \n Have a wonderful day!\n\nCustomer Support Team from Momcozy \n This email is a service from Momcozy. Delivered by Zendesk \n On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote: \n \n Hi, \n I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great! \n Julia Kinane \n \n [VEWVWD-YND44]",
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"body": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\"\n\nHi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1204948\" target=\"_blank\" rel=\"ticket\">#1204948</a> \"issue with baby monitor\"</div><div dir=\"ltr\"></div>\n<div dir=\"ltr\">Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video</div>\n<div dir=\"ltr\"><br>\n</div></div>",
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