Dear eufy Security users
During a software update performed on our server in the United States on May 17th at 4:50 AM EDT, a bug occurred affecting a limited number of users in the United States, Canada, Mexico, Cuba, New Zealand, Australia, and Argentina. Users in Europe and other regions remain unaffected. Our engineering team identified the issue at 5:30 AM EDT and immediately rolled back the server version and deployed an emergency update. The incident was fixed at 6:30 AM EDT. We have confirmed that a total of 712 users were affected in this case.
Although the issue has been resolved, we recommend users in the affected countries (US, Canada, Mexico, Argentina, New Zealand, Australia, and Cuba) to:
Please unplug and then reconnect the eufy security home base.
Log out of the eufy security app and log in again.
All of our user video data is stored locally on the users’ devices. As a service provider, eufy provides account management, device management, and remote P2P access for users through AWS servers. All stored data and account information is encrypted.
In order to avoid this happening in the future, we are taking the following steps:
We are upgrading our network architecture and strengthening our two-way authentication mechanism between the servers, devices, and the eufy Security app.
We are upgrading our servers to improve their processing capacity in order to eliminate potential risks.
We are also in the process of obtaining the TUV and BSI Privacy Information Management System (PIMS) certifications which will further improve our product security.
We understand that we need to build trust again with you, our customers. We are incredibly sorry and promise to take all the necessary measures to prevent this from ever happening again. Thank you for trusting us with your security and our team is available 24/7 at firstname.lastname@example.org and Mon-Fri 9AM-5PM (PT) through our online chat on eufylife.com.