Thanks for reaching us, we sincerely apologize for what happened and will help you.
Based on your case, would you please remove the device from your app first, then follow the steps below to see if the doorbell can be connected?
Step 1: Please plug the white color homebase to a power socket.
Step 2: Turn on wifi on your phone and turn off the mobile data.
Step 3: Use your phone, turn on the AOSU app, click the + button on the upper right corner, and scan the QR code on the white color homebase. Then enter the wifi name and password correctly as notified on the app.
Step 4: Press the Sync button on the doorbell for 3S until the blue circular light flashing.
Step 5: When the light is flashing on the white color homebase, press the Sync button on the homebase for more than 5S, until a beep sounds and the green light flashes.
Step 6: Ring the doorbell and you will see the circular light is flashing. At the same time, you will hear the “Dingdong“ from both the doorbell and homebase.
Also, when the doorbell is scanning the QR code on your phone, please do not click the next step too fast until you hear a Beep sound clearly. Otherwise, it may fail.
If the connection fails again, please send us a short video of your connection process and send us the SN no on the white color home. Please do not worry, if the device is defective, we will help you replace it.
Thank you for your cooperation.