@airliebeach 

Hi, 
You can check if the below tips will help in this case.
1) Ensure the internet on the phone is working fine.
2) Ensure the Tapo camera and Tapo app are up to date.
3) Reboot your phone.
4) Try a different phone.

If the problem remains, please help confirm the following information.
1) The system LED status on the Tapo camera.
2) The model number and OS version of your phone and the version of the Tapo app.
3) Send me a link to download the video about the problem via private message if possible.

Best Regards