Momcozy BM08 Support & Troubleshooting Center

Start Here: Choose Your Issue

Before You Troubleshoot: Quick Checks

Troubleshooting: App, Pairing, wi-fi, Setup & Monitoring Issues

Below are the issues that users have encountered and how to solve them.

BM08 Does Not Appear in the App Device List

Possible Causes

If BM08 does not appear in the app, it might be because:

• The Momcozy app is not in the latest version. As such, the newest device models are not yet registered and are not showing.
• The Momcozy app or your phone is misbehaving.

What to Do

1. Update the Momcozy app and then check if BM08 will show.
2. If it still does not, close the app and relaunch it. Logging out of your account and then logging back in may also help.
3. Furthermore, check under the "Baby Monitor" or related device categories. These focused lists will filter the devices, which will make it easier to search.
4. If the device is still not showing, restart your device.
5. If that does not solve the problem, uninstall the Momcozy app and then reinstall it.
6. If none of the presented solutions worked, contact customer support. Provide them with the app version, phone model, OS version, country/region, and screenshot of the device list. They will look into it and help you solve the problem.

How to Check App and Firmware Updates

Possible Causes

If you are not being notified about app or firmware updates, it could be because:

• The auto-update setting is on so they update before you can notice that an update is available.
• The auto-update setting is off and you have notifications for updates off.

What to Do

If you want to know if there are apps or firmware updates, you need to check them manually.

You can check the App Store or Google Play to see if there is a Momcozy app update.

1. Open the App Store or Google Play.
2. Search for Momcozy and open the app page.
3. Tap Update if available.
4. Relaunch the app to refresh it.

If you are looking for a firmware update instead, follow these steps:

1. Open the Momcozy App and go to the BM08 device page. Open Device Settings/Device Information/something similar.
2. Look for Firmware Update or Device Update and select it.
3. Do not turn the baby monitor off and keep it connected to stable wi-fi during the update.
4. Also, do not unplug the camera while the firmware is updating.

Please note that the app versions may have different menu names and wordings. But the steps are relatively the same. Follow the in-app instructions if the wording looks different.

How to Pair BM08 with the Momcozy App

Here is a step-by-step guide on how to pair your Smart Contact-Free Baby Monitor with your Momcozy App.

Step 1. Download and Login

You need to download the Momcozy app on your smartphone in order to use it. Also, you need to have an account.

1. Open the App Store if you are using an iPhone or Google Play if you are using an Android device.
2. Search for Momcozy and download the app.
3. Create an account and login. You will need to select your local region. Please note that if China was chosen, BM08 will not appear in the Device List.

Step 2. Add BM08 to the Device List

Ensure your Momcozy Contact- Free Baby Monitor is on when you are adding it to the device list. Otherwise, it will not pair.

1. Open the Momcozy App.
2. Tap Add Device and select BM08 under the baby monitor category.

Step 3: Connect to wi-fi

The Smart Contact-Free Baby Monitor supports 2.4GHz / 5GHz wi-fi. So it is compatible with modern setups. To connect the baby monitor to the wi-fi, follow these steps:

1. Follow the instructions written in the Momcozy app.
2. Enter the wi-fi password carefully.
3. The app will connect the baby monitor to the wi-fi. Keep the app open while this is in progress.

Step 4: Confirm Connection

Confirm that the baby monitor is actually connected to your wi-fi. Check whether the live view appears in the app. You should be able to see what the camera sees through your phone. Also, check if alerts and monitoring features are available.

BM08 Won't Pair with the App

Possible Causes

If pairing your Contact-Free Smart Baby Monitor with the app fails, here are the possible reasons.:

• It could be that your baby monitor is off
• The app is outdated
• The wi-fi password is incorrect
• The distance between your phone, camera, and router may also be too big
• Blocked permissions, unstable network, and interruptions during pairing.

What to Do

1. First, check if your baby monitor is powered on.
2. Move the baby monitor close to the router and your phone close to it.
3. Re-enter the wi-fi password and keep the app open while it is connecting. Be careful when entering the password. Make sure that it is correct.
4. If nothing happens, restart your baby monitor or your router or both of them. You can also check for firmware updates and install them if they are available. Then, try again.
5. If the problem persists, record your screen and send it to customer support.

Please note that you don't need to use Bluetooth for pairing. Enable it only if the app asks for Bluetooth permission.

Wi-fi Pairing Failed

Possible Causes

Suppose you often encounter problems with pairing your baby monitor with your wi-fi. It is likely due to:

• A weak wi-fi signal
• The baby monitor is too far from the router

The Momcozy Contact-Free Smart Baby Monitor needs stable wi-fi not only during setup, but also during daily use. Weak wi-fi may affect live view loading, alert delivery, and monitoring data updates.

What to Do

1. Move your baby monitor close to your router.
2. Ensure your phone and baby monitor are on the same private network. Avoid public, hotel, office, or guest wi-fi networks. Connection to these networks is unstable and not secure.
3. Re-enter wi-fi password to start a new pairing attempt.
4. If nothing happens, restart your router before trying again. Also, some routers separate 2.4GHz and 5GHz, while some combine both bands. Try separating the two bands if they are combined, and try with the 2.4GHz first.
5. If you are using a VPN, try turning it off temporarily while the devices are pairing.

Once the baby monitor has successfully paired with the wi-fi, check the camera location. It should be near the crib to watch over your baby, but that area should also have a stable wi-fi coverage. It will help prevent disconnection issues.

The Contact-Free Smart Baby Monitor Keeps Going Offline or Disconnecting

Possible Causes

Your baby monitor keeps going offline, likely because of:

• Weak wi-fi signals
• The router may be too far away
• There's weak coverage in the crib area
• There might be thick walls, metal objects, or bulky furniture between the baby monitor and your router. These make Wi- Fi signals weaker
• A lot of devices are connected to a single network, which slows down the internet speed
• Unstable power connection
• Outdated apps and firmware versions

What to Do

1. In order to fix this, the first thing to do is to check the power connection. The device should be properly plugged so that it does not turn off randomly.
2. Check the wi-fi strength. Start with the area around the crib. Check if there's a stable connection using your phone. If it is fluctuating, consider moving the camera closer to where the router is.
3. You may also need to move the router. Be mindful of thick walls and other obstructions when doing this. There should be as few things in between the baby monitor and the router as possible.
4. You may also need to restart the router and the baby monitor, as well as relaunch the app.
5. Updating the app and the firmware along the way will also help.
6. After doing all these, you may need to re-pair the Momcozy Contact-Free Baby Monitor with the wi-fi and the app. That should help you solve the problem.

How to Set Up and Position the Momcozy Contact-Free Smart Baby Monitor Correctly

Follow these steps to set up the Momcozy Contact-Free Smart Baby Monitor.

Step 1. Set up the stand

1. Connect the stand poles and securely attach them to the base by tightening the screws.
2. Attach the camera to the top of the pole.
3. Adjust the stand height to the desired height.

Step 2. Find the correct angle

1. We recommend installing a mounting bracket on either the left or right side of the crib.
2. Place the camera. Ensure that the view is not obstructed by blankets, toys, mosquito nets, or other items.
3. The baby should be completely in the middle of the frame. Ensure that you can see their full face and body.
4. Position the camera at a vertical height of 0.5 to 1.2 meters relative to the baby. It ensures the camera and the power cord are out of the baby's reach.
5. Put a fence on the right or left side of the crib to improve safety.

Always recheck the camera angle whenever you move the crib, the stand, or the camera itself. Adjust it if needed.

Breathing or Heart Trend Data Is Missing or Inaccurate

Possible Causes

If breathing or heart rate data is missing or inaccurate, it is probably because of:

• A positioning mistake. If the baby is not fully visible, the baby monitor will not be able to track the breathing or heart rate effectively.
• Lighting or environment also causes interference, which may affect the readings.

What to Do

1. To troubleshoot, start by recentering the baby in the camera view. Move them and the camera height and angle if needed. Make sure that their face and body are fully visible.
2. Remove all items blocking the camera's view. Also, avoid placing strong light facing the camera.
3. Next, make sure that the baby monitor has a stable wi-fi signal.
4. Restart the Momcozy app and allow the baby monitor to collect data again.
5. Check if breathing and heart trend stats are now available. If they are still not there, contact support with screenshots and a camera placement photo.

Please note that the Momcozy Contact-Free Smart Baby Monitor is not a medical device. Monitoring results are for reference only. Sleeping position, clothing, blankets, camera angle, or environmental interference may affect them.

Face-Cover Alerts Are Missing or Seem Incorrect

Possible Causes

If face-cover alerts are missing or seem incorrect, there is a visibility problem.

• The baby's face may not be clearly visible. Perhaps that is because it is outside the optimal detection area or there are things blocking the camera's view.
• The camera may also be too high, too low, or off-center.
• Please note that lighting changes also affect detection.

What to Do

1. Recenter the baby in the frame to troubleshoot. Ensure their face is fully visible.
2. Adjust the camera angle to the recommended height and angle and remove obstructions. Avoid placing the camera behind crib bars or thick mesh, since that will lead to incorrect alerts.
3. Check the wi-fi connection to ensure it is not unstable. Then, try again.

Face-cover alerts are based on probability models and may have occasional false positives or misses. Thus, it does not replace adult supervision completely. You should still check your baby from time to time to ensure that nothing is wrong.

Alerts or Notifications Are Not Working

Possible Causes

If you are not receiving alerts, it could be because:

• Alerts are not enabled
• The wi-fi signal is weak

What to Do

1. Check the Momcozy app and your device's settings to enable them.
2. Open the Momcozy app and go to BM08's alert settings. You will see a list of alerts with a toggle on each.
3. Enable the ones that you want to receive.
4. Go to your device's settings and ensure the Momcozy app has permission to send you notifications.
5. Turn off Do Not Disturb or Focused Mode because they stop alerts.
6. Make sure that the baby monitor has a stable wi-fi connection since disconnection will also make you miss some alerts.
7. Also, remove anything that's blocking the camera view.
8. Restart your baby monitor and try again. Check if you will be receiving notifications.

What Should I Do If I Receive an Abnormal Alert?

If you receive an abnormal alert, check your baby's actual condition to see if any immediate action is needed. Do not rely solely on the baby monitor's readings when it comes to your baby's safety. It is designed to support daily monitoring and not to replace adult supervision or medical judgment. It can't diagnose, treat, prevent, or cure medical conditions. Consult your doctor as soon as possible if your baby shows concerning symptoms.

Live View Is Blank, Loading, or Frozen

Possible Causes

Sometimes, you will not be able to see anything on the live view, or it could just keep loading. If you see something, it may occasionally freeze. Reasons why these happen include:

• The wi-fi signal is weak
• The baby monitor is turned off.

What to Do

1. Check the baby monitor to ensure it is on.
2. Check the signal strength from where the baby monitor is located. If it is weak, move it closer to the router. You may need to also move the crib to keep the baby fully visible.
3. Check the internet connection on your phone. Go near the router if it is also weak. Alternatively, consider switching between wi-fi and cellular data to see which has a stronger signal.
4. Relaunch the app and see if the issue is solved. If not, restart the baby monitor and then the router if that still does not solve the issue.
5. Forget the BM08 in the Momcozy app and re-pair if the live view is still missing, freezing, or stuck in loading.

Two-Way Audio Has No Sound, Echo, or Delay

Possible Causes

If you could either hear nothing or hear echoes or delays when using the two-way audio feature, it could be because of:

• Misconfigured settings
• A weak internet connection.

What to Do

1. To resolve this problem, first check your phone's volume. You may not be hearing anything because it is set to zero or way too low.
2. Next, go to your device's app management settings.
3. Select Momcozy and edit its permissions. Ensure that it has access to your device's microphone.
4. Then, restart the app and go to Live View.
5. Turn the audio on and check if there's sound now and no delays or echoes.
6. Test it again in the same room to be sure that the problem is now fixed. If there's still a problem and the wi-fi signal is weak, move the baby monitor closer to the router.

Night Vision or Video Quality Is Blurry, Grainy, or Too Dark

Possible Causes

The Momcozy Contact-Free Smart Baby Monitor features 2k video and night vision. So, if the video clarity is bad:

• There is probably something in the lens. It might be moisture, or it could be facing direct light.

What to Do

1. Use a soft, dry cloth to wipe the camera lens
2. Then, check if it is exposed to direct light, be it sunlight or artificial light. If so, reposition the camera while ensuring it's still at the optimal height and angle.
3. When moving the camera, choose a spot with stronger wi-fi.
4. Restart the Momcozy app and check the live view again to see if the video quality has improved.

Product Specs and Package FAQ

Here are some frequently asked questions about the specs and package of the Momcozy Contact-Free Smart Baby Monitor.

What is included in the Momcozy Contact-Free Smart Baby Monitor package?

The Momcozy Contact-Free Smart Baby Monitor package includes the baby monitor, a power adapter, power cables, and an easy-to-assemble floor stand. Please keep in mind that package contents may vary by channel or promotion. As such, always check the specific product listing or bundle detail before checking out.

Does the Contact-Free Smart Baby Monitor come with a separate parent monitor screen?

The standard Momcozy Contact-Free Smart Baby Monitor package does not include a separate parent monitor. It contains the camera, a stand, power cables, and a power adapter. It shows you the live view via the Momcozy app that you can download on your phone instead. Please check the listing or bundle details before purchase. 

Looking for a monitor with a separate parent screen, non-Wi-Fi viewing, dual-camera options, or a different setup? Compare all Momcozy baby monitors to find the best fit for your nursery.

Can I use the Contact-Free Smart Baby Monitor without the Momcozy App?

No. The Contact-Free Smart Baby Monitor is designed to work with the Momcozy app. It uses the app for pairing and connecting to the wi-fi. It also sends the live view, alerts, and smart monitoring reports only to the Momcozy app.

Does the Momcozy Contact-Free Smart Baby Monitor support 2.4GHz and 5GHz wi-fi?

Yes, the Contact-Free Smart Baby Monitor supports both 2.4 GHz and 5 GHz wi-fi. If your router combines both bands and you are experiencing connection issues, try separating them. Then, try the 2.4 GHz first.

Does the Momcozy Contact-Free Smart Baby Monitor support night vision?

Yes. The Contact-Free Smart Baby Monitor features 2K HD video and 940 nm invisible infrared night vision. These help ensure that you can see your baby clearly through the camera. Keep the lens clean, remove any obstructions, and make sure your baby is clearly visible in the camera frame to get the clearest night view.

Does the Momcozy Contact-Free Smart Baby Monitor support two-way audio?

Yes, it does support two-way audio. You can access the audio and video monitoring features through the Momcozy app. Suppose it is not working properly. Try increasing your phone's volume or editing the app audio settings. If the problem persists, check your device's settings and give the Momcozy app permission to access your microphone. Last, check the signal strength both on your phone and the camera's end. You may need to move them closer to the router if the signal is weak.

Can the Momcozy Contact-Free Smart Baby Monitor track breathing and sleep patterns?

The Contact-Free Smart Baby Monitor can help track breathing patterns and sleep tracking. It uses non-contact sensors to analyze chest and abdominal movements and estimate trends in breathing dynamics and heart dynamics. These are not medical measurements. That said, it is not a medical device. The baby monitor does not replace adult supervision and expert advice. Results are for reference only. If you notice anything concerning, please consult your doctor.

Want to better understand how BM08 supports contact-free sleep insights, breathing movement trends, and heart dynamics information without wearable sensors? Learn more about the BM08 contact-free monitoring experience.

Is the Momcozy Contact-Free Smart Baby Monitor a medical device?

No. The Momcozy Contact-Free Smart Baby Monitor is not a medical device. It is only a home-use baby monitor that helps parents monitor their babies while they are in another room. It can't diagnose, treat, prevent, or cure any disease or medical condition. If your baby is showing concerning symptoms, like difficulty in breathing or bluish skin, consult your doctor immediately.

Ready to check the latest BM08 price, package details, available offers, or bundle options? Visit the BM08 product page before purchase.

Order, Shipping, Returns, and Other Help

Still need help? Here's more information regarding shipping, testing, and contacting customer support.

Need help with your order?

Do you need to cancel your order? Did you experience order or delivery-related issues, like duplicate delivery, wrong item, a missing accessory, or a package issue? Or do you want to request a refund or product return? Please contact Momcozy Customer Support with your order number and photos if applicable.

You can also inquire about shipping availability in your country.

Interested in product testing?

Momcozy continues to create products that help solve mothers' real problems. If you want to help, you can join product testing. Opportunities will be posted on Momcozy's official community channels. You can also contact Momcozy Support to ask your trial program questions.

Still Need Help? Contact Momcozy Support

If you have tried the suggested solutions to the problem you are experiencing and none of them worked, contact Momcozy Support.

Prepare necessary details like your phone model and its OS version, the app version, your country/region, and screenshots showing the problem. Also, take a picture of where you have placed the camera, as that may be needed. Once you have gathered and listed these, contact the support team.

Contact Support if

Contact the support team if there are problems with the product you received or if you have tried the troubleshooting steps and none of them worked. Reach out if:

Problems with Function

• BM08 still does not appear as an option in the app.
• BM08 still cannot pair with the Momcozy App, even if it appears on the list of available devices.
• The app still cannot connect to the baby monitor.
• Wi-fi pairing keeps failing, even if you entered the correct password.
• Firmware update repeatedly fails or cannot be found.
• The baby monitor keeps going offline.
• Live view, alerts, audio, or monitoring data are missing or not working properly.

Problems with the Order

• You believe an accessory is missing. The package should come with a stand, the baby monitor, power cables, and a power adapter.
• You received the wrong item.
• You need order, return, or shipping support.

Please prepare the following information so that the support team can assist you as quickly as possible:

• Your order number
• Product model: BM08
• The version of the Momcozy App installed on your phone
• Firmware version, if visible
• Your phone model
• Phone operating system
• Country/region
• Wi-fi type
• Screenshot of the error message
• Screen recording of the failed pairing process
• Photo of camera placement, if you believe the monitoring data is inaccurate
• Package photos, if an accessory is missing or if you received the wrong item