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Why cannot I receive the SMS verification code from Tapo app?
IntroductionCurrently, the Tapo App supports registering a TP-Link ID with a mobile phone number to manage your Tapo devices. You can use your mobile phone number to retrieve your account password and perform two-factor authentication, etc. However, sometimes you may fail to receive the verification code or encounter other issues. The following are some troubleshooting suggestions.
Requirement
- Download the Tapo App by visiting the Google Play Store, the App Store, or by scanning the QR code.
Troubleshooting
Scenario 1: Unable to Receive SMS Verification Code
Step 1. Verify Phone Number and Country Code: Ensure the correct country/region code is selected and the mobile phone number is entered accurately.
Step 2. Check Mobile Signal: Confirm your phone has a strong signal (at least two bars) and is not in airplane mode. Avoid locations with poor reception, such as elevators or basements.
Step 3. Allow Time for Delivery: Due to potential network congestion, SMS delivery may be delayed. Wait 5-10 minutes before requesting a new code. Avoid repeatedly clicking "Get Verification Code," as this may trigger security measures.
Step 4. Check Spam/Block Lists: Review your phone's spam filter, SMS blocking settings, and any third-party security apps to ensure that SMS messages from Tapo (often from a short number) are not being blocked.
Step 5. Restart Your Phone: Restart your mobile phone and attempt to request the verification code again.
Step 6. Contact Your Mobile Carrier: Contact your mobile service provider to verify that your SMS service is active and that you haven't blocked SMS messages from enterprise service providers or short numbers.
Note: If you have recently ported your number, please wait a day or contact your carrier to confirm whether the SMS service has been restored.
Scenario 2: Invalid or Unsupported Phone Number Message
Step 1. Ensure that you have entered only numbers (such as -, space, brackets), and make sure that after selecting the correct country code, you do not enter "0" or the country code before the number.
Step 2. Do not use network virtual numbers. To ensure account security, Tapo may not currently support the registration of some virtual operator (VoIP) numbers.
Note: If you really can't register with your mobile phone number, we recommend registering with your email address first.
QA Q1: What should I do if the above troubleshooting doesn't work?
A1: If you are still unable to receive the verification code after following the above suggestions, please contact TP-Link technical support and provide the following information: your country or region, mobile phone number, the version of the Tapo app you are using, your phone model and system version, the troubleshooting steps you have already completed, and the app logs for further analysis.
Frequently asked questions about the SD Card Encryption feature
SD Card Encryption protects your privacy by ensuring recorded videos stored on your microSD card are only viewable in the Tapo app. If your camera is lost or stolen, this feature prevents anyone from accessing your private footage by physically removing the SD card.Q1: How do I enable SD Card Encryption for my Tapo Camera?
A1:
Step 1. Ensure the microSD card is correctly inserted and storage settings are configured. Click How to install an SD card to Tapo camera for detailed instructions.
Step 2. Open the Tapo app, go to your Device Settings > Storage & Recording > Local Storage.
Step 3. Tap on SD Card Encryption and follow the app instructions to set it up.
Q2: How can I read an encrypted SD card on another device?
A2:
- For a non-Tapo device (PC) or a Tapo camera that doesn't support encryption:
You must disable encryption first. Reinsert the card into the original camera, go to SD Card Encryption in the Tapo app, and disable the feature. Then you can use it on another device.
- For another Tapo camera that supports encryption:
Insert the card, open the Tapo app for that camera, and enter the correct password when prompted to access the SD card.
Q3: What can I do if I forgot my SD card encryption password?
A3: Reinsert the SD card into the original camera where encryption was enabled. Open the Tapo app, go to this camera's SD Card Encryption settings page to view your password.
Note: If the original camera is defective and cannot be accessed via the Tapo app, the only solution is to format the SD card, which will erase all data permanently.
Therefore, we strongly recommend that you remember your password after you enable the encryption function.
Q4: Why did I receive an "SD Card Encryption Disabled" notification after inserting an SD card?
A4: This notification indicates that the newly inserted SD card has compatibility issues that prevent the encryption feature from functioning properly. To ensure continuous recording functionality, the camera has automatically disabled encryption for this card.
To successfully enable SD card encryption, we recommend that you use a compatible, high-quality SD card.
Click What type of microSD card does Tapo/Kasa Camera support? to get a list of tested and approved cards.
Q5: What should I do if my Tapo camera doesn't recognize the SD card?
A5: Please check if this card was previously encrypted in another Tapo camera.
- If yes: You must put it back into the original camera, open the Tapo app, and disable encryption.
- If no, and it's a new SD card or was never encrypted: Follow Camera does not recognize the microSD card to troubleshoot.
General questions about Pan & Tilt feature of TP-Link Camera
TP-Link Pan & Tilt cameras support both horizontal and vertical rotation, allowing users to adjust the viewing angle flexibly, providing a wider field of view and more flexible usage scenarios. The following are common inquiries regarding the Pan & Tilt feature.Q1: How do I use the Pan & Tilt feature on a TP-Link Pan & Tilt camera?
A1: For example, in the Tapo app, you can go to the camera's Live View > Pan & Tilt page to pan and tilt the camera on the steering wheel, add marked positions, etc. Detailed instructions are provided below:
How to use the Pan & Tilt function of the Tapo/Kasa cameras on the Tapo App
Q2: How can I use the Pan & Tilt Correction feature on the TP-Link cameras?
A2: The Pan & Tilt Correction feature can help to reset your camera's lens to the default position. Below are two methods to use this feature.
Method 1: Go to the camera's Live View > Pan & Tilt page, tap the icon at the top right corner to use the Pan & Tilt Correction feature.
Method 2: Go to the camera's Device Settings > Pan & Tilt page to use the Pan & Tilt Correction feature.
Here are the detailed instructions: How to do Pan & Tilt Correction on Tapo cameras
Q3: How to set up Patrol Mode on the Tapo Pan & Tilt cameras
A3: On some Tapo cameras, such as Tapo C200 and Tapo C210, the Patrol feature is on the camera's Live View > Pan & Tilt > Patrol page, and tapping the “Vertical Patrol” or “Horizontal Patrol” button will let the camera patrol vertically or horizontally once.
On some Tapo cameras, such as Tapo C225 and C520WS, you can also set up the patrol mode as instructed below to allow the Tapo camera to patrol between the marked positions:
How to set up Patrol Mode on Tapo cameras
Q4: How to use the Pano feature on the Tapo camera
A4: Certain Tapo Pan & Tilt camera models offer a Pano (panoramic) feature, which automatically stitches together a comprehensive panoramic image by rotating the camera lens. The Pano feature allows you to select any point within the panoramic view effortlessly, and the camera will swiftly adjust its orientation to that specific angle, providing a seamless and convenient viewing experience.
Here are the detailed instructions to use the Pano feature: What's the Pano feature on the Tapo camera and how to use it?
Q5: How to Use Motion Tracking or Auto Tracking Features, and how to Improve the Motion Tracking Effect of Tapo Cameras
A5: To turn on or off the Motion Tracking or Auto Tracking feature on your Tapo Pan & Tilt camera, please go to the camera's Device Settings > Detection > Motion Tracking or Auto Tracking page.
Note: On the Auto Tracking page, you will have the option to select to track all activities or only track specific activities.
In some cases, you may encounter issues with the camera's tracking function being less sensitive or ineffective. Then, please refer to the following instructions to improve the camera's tracking effect:
How to improve the motion tracking effect of my camera
Q6: What should I do if I can't pan or tilt my camera in the Tapo app?
A6: If you're unable to pan or tilt your camera in the Tapo app (under Live View > Pan & Tilt) and the camera does not respond when you click the arrow buttons, please try the following suggestions:
Step 1: Ensure that the camera is functioning properly and that you can access it smoothly in the Tapo app.
Step 2: Manually pan and tilt the camera lens to ensure no foreign objects are blocking its movement.
Step 3: Go to the camera's Device Settings > Pan & Tilt page, and click on “Pan & Tilt Correction” to check if the camera lens can move.
Step 4: Try rebooting the camera to see if this resolves the issue.
Q7: What should I do if I receive the message "Camera Pan-Tilt has reached the maximum extent in this direction. Please drag to another direction" when panning or tilting the camera in the Tapo app, even though the camera lens is not at the limit?
A7: You can try the following steps to resolve this issue:
Step 1: Ensure the screws are tight in the camera card slot and the rubber seal is seated.
Step 2: Navigate to the camera's Device Settings > Pan & Tilt page and click on “Pan & Tilt Correction”. This will help recalibrate the camera's position.
Step 3: A simple reboot can often resolve calibration issues. After restarting, test whether the camera can pan and tilt correctly to its limits.
Step 4: If this phenomenon occurs infrequently (e.g., once every few days), consider enabling the “Auto Reboot” feature in the camera's Device Settings > Reboot Camera page. This can help ensure that the camera operates smoothly over time.
Q8: What should I do if my Tapo camera does not return to the default position after tracking an event when Motion Tracking/Auto Tracking is enabled?
A8: When the Tapo camera has Motion Tracking/Auto Tracking enabled, the camera's position when the tracking feature is enabled is the default position. Generally, after tracking an event, the camera will return to its default position after 30 seconds if no new events are detected.
If your camera does not return to the default position after tracking an event, please check the following aspects:
Step 1: After the camera finishes tracking an event, it may stay at the last tracked position for 30 seconds if no new events are detected. Wait for this duration and then check if it has returned to the default position.
Step 2: Ensure that the camera is not detecting new events after tracking. If it continues to detect new events, it will not return to the default position until no new events are detected.
Step 3: Try lowering the detection sensitivity setting to see if this helps the camera return to its default position.
Note: If you encounter issues where the Tapo Pan & Tilt camera offsets the default position after every tracking event (e.g., tilting downwards), please refer to the troubleshooting guide in the following thread for assistance.
What to do if the Tapo Pan/Tilt camera can't return to its original position properly after tracking
Q9: What troubleshooting steps can I take if the Patrol Mode on my Tapo camera is not working?
A9: If your camera is not automatically patrolling, please try the following troubleshooting steps:
Step 1: Go to the camera's Live View page and verify if the message "Patrol Mode is on" is displayed. If Patrol Mode is enabled, this message should appear.
Step 2: Navigate to the camera's Device Settings > Pan & Tilt > Patrol Mode > Patrol Mode Schedule to ensure that Patrol Mode is set to an active time.
Step 3: Disable Patrol Mode and check if the Pan & Tilt features are functioning correctly.
Step 4: Go to the camera's Device Settings > Pan & Tilt page, click on “Pan & Tilt Correction”, or restart the camera to recalibrate its position. Afterward, restart Patrol Mode to see if it operates correctly.
Q10: What should I do if my Tapo camera is rotating automatically?
A10: If your Pan & Tilt camera is rotating on its own, please refer to the troubleshooting suggestions provided in the following thread for assistance:
What Can I Do if My Pan & Tilt Camera Rotates Automatically?
Q11: What should I do if my camera responds slowly or freezes while panning or tilting?
A11: If your camera is slow to respond to pan or tilt commands or appears to freeze, please try the following troubleshooting steps:
Step 1: Ensure that the camera is using the original power adapter and cable, rather than a power extension cord or a different adapter.
Step 2: Verify that your mobile device's network connection is stable and that the internet speed is adequate.
Step 3: Confirm that the camera is connected correctly and that the network environment is stable: How to check and improve the network connection stability of Tapo smart devices
Step 4: Restart the camera to refresh its system and resolve any temporary glitches.
If the behavior persists after troubleshooting, consider reaching out to the technical support for further assistance.
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