This Article Applies to:

Tapo C320WS V2/C500/C225/C325WB/C510W/C425/TC85/C520WS

Phenomenon Description:

Some customers may report they can watch live and control their Tapo cameras when connecting the phone to the same Wi-Fi network as the cameras; however, they're unable to access specific cameras remotely from an outside network or via 4G mobile data. 

This issue may happen on Tapo C320WS V2/C500/C225/C325WB/C510W/C425/TC85/C520WS, and other cameras like Tapo C200, C210, C320WS V1, etc., bound to the same TP-Link ID do not have such issues when under the same network.

Workaround:

1. Update the camera's firmware to the latest version and check if that helps. 
How to update the firmware of the Tapo devices on the Tapo App
 

2. If the same phenomenon persists, check whether the password for the TP-Link ID includes the character %. If so, it's recommended to change the TP-Link ID password to one without the character %.

• You can go to the Tapo App > Me > View Account > Change Password page, enter your current password, and set a new one.
• If you don't remember the old password for your TP-Link ID, please refer to the following FAQ to reset the password: What can I do if I forget my password of the cloud account?

3. It's recommended to start a new thread here with the following information for further assistance.
  1) Camera's model number, hardware, and firmware version.
  2) A description of the phenomenon you encountered and the troubleshooting you did.