Account access and management
What is “Account”?
Account is the email address (or phone number, third party id, etc.) you used when you first registered. Log in to APP -> Me and you can see the current login account information at the top of the page.
If you forget your account number you can try using your usual information (email, phone number).
I can’t receive email when registering an account or resetting a password.
Please make sure your email address is correct. It is recommended to check in the spam mail for notification emails.
If you can’t find it in the spam folder, you can add “mail.ajcloud.net” and “amazonses.com” to the whitelist of your mailbox and click Send Mail again.
If the above method still fails to solve your problem, we recommend that you change the authentication method to authentication via mobile phone.
If you are unable to receive the verification code on both your mobile phone and email, please contact”[email protected]” for assistance.
How do I update my email/mobile phone number?
The email/mobile phone number used to register for the AJCloud APP is your username and can’t be changed. Try to log in again by Resetting your password if you can’t log in to your account.
How do I change the password for my account?
If you want to change the App login password, please refer to the following two methods:
Method 1: After logging in to your account, click “Me” of the APP control interface -> select “Account Security” -> select “Change Password” and follow the prompts to the next step. “Change Password”, follow the prompts to the next step.
Method 2: Open the APP and click on “Forgot Password” in the lower left corner, enter your username (email/mobile phone number), and proceed to the next step according to the prompts.
How do I delete my account?
- Click “Me” of the APP control interface.
- Click on Account Security.
- Delete account.
Note: You can’t delete an account if you have unlinked cameras or uncancelled subscriptions.
Before deleting your account, please follow the prompts to check that all cameras have been unbundled and all subscriptions have been cancelled.
How can I log into my account to simultaneously view the camera on multiple devices?
We support simultaneous login of the same account on different types of terminals: you can log in to the same account on a mobile phone and a PC at the same time.
Note: If the logged in terminals are of the same type, only one terminal can be in the logged in status at the same time. If you have logged in your account on another mobile phone or PC, the login of the previous terminal will be logged out automatically.
You can also cater for multiuser by sharing the camera and viewing it at the same time.
Can I connect the camera to two mobile phones?
One camera can only be bound under one account, but you can share the camera to meet the needs of multiple mobile phones at the same time. You can share the camera with up to 3 persons, if you want to share the camera with more persons, you need to subscribe cloud service to increase the number of sharing.
How do I share my camera with family and friends?
- Open the APP, select your camera and click on Settings (gear button).
- Click on “Invite family & friends” option, then add the account of the sharing user and set the permissions for him/her to share the camera, and wait for the other person to accept the invitation.
Note: Shared users need to download the same APP and register AJCloud APP account, accept the invitation on the APP (open the APP, you will see waiting to accept the invitation, then click accept) to view the camera. Shared users will not be able to set up the camera nor share it again.
How to manage shared cameras and shared members?
If you want to manage shared users
- Open the APP, in the “Devices” you can see select your camera, click settings (gear button).
- Find the “Invite family & friends” option and click it. You can continue to invite new members, or enable/disable shared camera, permission settings, and delete invitations for already shared members.
Note: One camera can be shared with up to 3 persons. To share to more persons, you need to subscribe the cloud service: cameras added to the Basic plan can be shared with up to 5 persons / cameras added to the Extended plan can be shared with up to 7 persons / cameras added to the Pro plan can be shared with up to 9 persons.
If you want to cancel the shared camera
Open the APP, select your camera on the “Devices” and click on Settings (gear button). Find the “Invite family & friends” option, and enable/disable the shared camera for members who have already shared it, or delete the invitation.
Note: If you unbind the camera in the following way, the shared users will also be automatically released from the privilege of using the camera [Unbind camera: Select the camera in the “Devices” , and click Settings (Gear Button) -> “Device Management” -> “Delete camera”.
Using the camera
How many cameras can be associated with my account?
We have no limit on the number of cameras tied under your account. You can purchase and add cameras to the APP.
Note: If you add too many cameras under your account, the loading speed of the APP after opening may be affected.
The camera doesn’t have a light.
Please try Resetting the camera
Keep the camera switched on for more than one minute and hold the “Reset” button until the light starts blinking.
What if the camera is not in network setup mode?
Hold the “Reset” button until you hear a beep, indicating that the camera has been successfully reset.
Can I use an SD card with my camera?
AJCloud provides value-added services related to cameras (e.g. cloud storage, Al recognition, etc.) and does not sell camera hardware products directly.
Usually cameras can use SD card, you can consult and confirm with the seller or the after-sales service of the brand camera you have purchased.
How do I update my camera version? ( How to check the firmware version and how to update the firmware version? )
If the camera has a new firmware version that can be upgraded, a red dot will appear at the camera settings button to remind you that you can update the camera firmware version by following the steps below.
Find the camera you need to update in the APP, click Settings (Gear Button) -> Camera Info -> Firmware Version will be checked and upgraded automatically when you click it.
Note: Please make sure the camera is properly connected and the network is in good condition when upgrading. It may take some time to wait for the upgrade to be successful, do not disconnect the camera from the network and power supply during the upgrade process.
I have changed my network. How do I change the Wi-Fi password for my camera network?
Find the corresponding camera in the APP, click Settings (gear button)-Network-›select setup mode > select the network name you changed and enter the password to configure the network. If the camera never enters the network configuration status or fails to configure the network, please hold the “Reset” button until you hear a beep to indicate that the camera has been successfully reset. At this point you can try configuring the network for the camera again.
Motion detection and alarm notification
How to get motion notifications on camera?
When motion is detected and the camera connection status is good, you will receive a notification on your phone depending on the notification type. If you want to receive notifications, make sure you have completed the following prompts:
APP Settings
Make sure you have turned on motion alert and notifications in the APP: Click “APP ->Device”, , enter corresponding camera Settings (gear button) -> select Mobile Alerts and keep enable ” on”, “, default is 24/7 on.
Note: All alarm records are pushed by default without marking. However, cameras added to the Al plan (paid subscription required) or cameras with Al detection capabilities will push alarm records with tags by default.
Keep “Record alerts and notify” turned on in the APP- >Motion alerts ¬ifications (bell button) of your device.
If you still do not receive notifications at this point, please check your phone’s notification permission settings (iOS for example):
Make sure you have enabled notifications in your phone settings.
You can open the APP and click “Me”->General Settings->APP Notification, and then jump to the system settings of your mobile phone to confirm that you are allowed to turn on APP notifications.
Confirm to turn on alarm notification and system notification.
What do I do if the camera does not detect movement or does not detect movement as it should?
1) Please make sure you have the latest version of the APP
In the APP, select “Me” -> click “About”. , your current APP version will be listed under the logo. Click on “Update” to go to your mobile camera’s APP shop and update the APP.
2) Please make sure your camera firmware is up to date.
Find the camera you wish to update in the APP, click on Settings (gear button) -> Camera Info -> Click on the firmware version and it will automatically check and upgrade.
3) Make sure the camera is set to record properly
Click “APP ->Device” “, enter corresponding camera Settings (gear button) -> select Mobile Alerts and keep enable ” on”. “. By default, motion alerts are enabled 24/7, if you set time policy in “Schedule” mobile alerts will be generated during the set time period.
Note: All alarm records are pushed by default without marking. However, cameras added to the Al plan (paid subscription required) or cameras with Al detection capabilities will push alarm records with tags by default.
4) Adjustment of motion detection
Sensitivity adjustment
Open the APP, select your camera, click the gear button to enter settings, select “Motion detection” and set the sensitivity level.
Detection of regional adjustments
Ensure that the area you are detecting is within the detectable range, “Full Area” means that all movement in the screen is within the detectable range.
What should I do if I am unable to receive any push notifications?
Make sure you have completed the following prompts:
APP Settings
Make sure you have turned on motion alert and notifications in the APP: Click “APP ->Device”, , enter corresponding camera
Settings (gear button)->select Mobile Alerts and turn it on, default 24/7 on.
Note: All alarm records are pushed by default without marking. However, cameras added to the Al plan (paid subscription required) or cameras with Al detection capabilities will push alarm records with tags by default.
Keep “Record alerts and notify” turned on in the APP- >Motion alerts ¬ifications (bell button) of your device.
Mobile phone settings
Make sure you have enabled notifications in your phone’s settings (iOS for example).
You can open the APP and click “Me”->General Settings->APP Notification, and then jump to the system settings of your mobile phone to confirm that you are allowed to turn on APP notifications.
Confirm to turn on alarm notification and system notification.
What should I do if I receive too few push notifications?
APP Settings
Increased sensitivity levels to extend motion detection accuracy.
Open the APP, select your camera, click the gear button to enter the settings, select “Motion detection”, set the sensitivity level can be adjusted to “High”.
Make sure the camera is set to record properly Click “APP ->Device” , enter corresponding camera
Settings (gear button) -> select Mobile Alerts and keep enable ” on”. By default, motion alerts are enabled 24/7, if you set time policy in “Schedule” mobile alerts will be generated during the set time period.
Note: All alarm records are pushed by default without marking. However, cameras added to the Al plan (paid subscription required) or cameras with Al detection capabilities will push alarm records with tags by default.
Al recognition labels (person/vehicles/pets/packages) require a subscription to the Al plan. If push alert messages are turned on for recognition label opening only, push notifications and recognition labels will only be pushed when an alert is triggered by the type of recognition that is turned on. If you still receive fewer push notifications at this time, you can confirm whether the push of the identification labels is turned on.
Alarms that do not match the identified type are only logged, not pushed. You can view all records in “Alert”
Storage and recording
What recording methods does the camera support? How do I watch it?
The camera supports three storage mechanisms:
- Manual Recording: Recording will start only when you click the Record button on the APP, once you exit the APP, the recording ends. You can click “Local Video” to view related videos.
- SD card recording: After inserting SD card correctly, you can enable SD card recording via “Camera Settings -> Memory Card Storage”, , and the recording time period of the camera can be set in “Schedule”. You can set the camera recording time period in “Schedule”, which supports up to two working time strategies, if you don’t set it, the camera will record automatically 24 hours a day by default. The storage mode supports “Motion detection recording” and “Continuous recording” (supported by some models). You can click “Replay” to view the related videos.
- Cloud storage: If you have subscribed cloud storage, after adding a camera to the plan and turning on cloud storage, you can set the recording time period of the camera in “Schedule”.”, and it supports setting up to two working time strategies, if you don’t set it, the camera will automatically record 24/7 by default (if you subscribe to the Basic Plus plan, the storage mode is continuous recording,the battery camera will still perform motion detection under this plan). You can click “Replay” to view related videos.
What SD card does the camera support?
- The brand recommended Kingston, SanDisk, Sumsung, several mainstream manufacturers of class 10 or more specifications.
- Capacity support 8G/16G/32G/64G/128G.
- The file format support FAT32; we recommend that the first time you use are in the APP for a formatting.
How to adjust the SD card recording configuration of the camera?
- Open the APP and click on the camera settings
- Select Memory card storage
- You can select the storage mode (Motion
- Detection Recording/Continuous Recording) and set the schedule. Battery cameras only support motion detection recording.
How do I set up cloud recording?
Regarding the cloud, it needs to be subscribed and activated. Please open the APP and select the cloud service and choose the desired plan to subscribe.
After successful subscribe, open the APP and select Cloud Service, add the camera under the corresponding plan, and the Cloud Service will be opened after adding by default.
Note: A camera can only be added to one plan at a time to use the service. The maximum number of cameras that can be added to each plan is adjusted according to the following:
Basic plan – Standard supports adding up to 3 cameras, motion detection video loop for 7 days.
Basic plan – Al supports adding up to 1 camera, motion detection video loop for 7 days.
Basic plan-Plus supports adding up to 1 camera, continuous recording video loop for 7 days.
Extended plan supports adding up to 5 cameras, motion detection video loop for 15 days.
Pro plan supports adding up to 7 cameras, motion detection video loop for 30 days.
How do I record only when motion is detected?
To record when motion is detected, you can use an SD card or the cloud to record. Our camera supports SD card and cloud recording videos.
SD card storage supports “Motion Detection Recording” and “Continuous Recording”. The battery camera only records in the motion detection mode to ensure the power and usage time. When inserting an SD card, follow the steps below:
- Open the APP and click on the camera settings.
- Click on “Memory card storage” and confirm that it is switched on.
- Select “Motion Detection Recording” for storage mode. You can set the recording time period of the camera in “Schedule” , and it supports setting up to two working time strategies, if you don’t set it, the camera will record automatically 24 hours a day by default.
Cloud storage supports “Motion Detection Recording” or “Continuous Recording” (supported by some models) depending on the plan you subscribed. The battery camera only records in motion detection mode to ensure the power and usage time. After purchasing Cloud Storage, please follow the steps below:
- Open the APP->Select Cloud to view the plans you have subscribed.
- After you add a camera under the plan and turn on cloud storage, you can set the recording time period of the camera in “Schedule”, which supports setting up to two working time strategies, and if you don’t set it up, it will automatically record 24 hours a day by default. When the camera power and network connection status is normal, it will record and upload the video to the cloud for storage when the movement occurs.
How do I set up continuous recording?
SD card storage: If you have installed SD card for the camera, you need to select “Memory card storage” under the camera settings, and select continuous recording mode. The working time of memory card storage is 24/7 by default, you can set the recording time period of the camera in “Schedule”. , and it supports setting up to two working time strategies.
Note: If you have a battery camera, you can only select motion detection recording.
Cloud Storage: If you want continuous recording storage via the cloud, you can choose the Basic plus plan. After subscribing, it will record continuously for 7 days for the cameras activated under the plan. You can set the recording time period of the camera in “Schedule”, and it supports up to two working time strategies, if you don’t set it, it will record automatically 24 hours a day by default.
Note: If you have a battery camera, it will still work in motion detection recording mode to save battery power.
Cloud storage and SD card work at the same time: if you have cloud storage and SD card you can set them up separately according to the above two ways. Cloud storage and SD card storage can work at the same time, and you can switch to view the storage records of SD card and cloud storage when you replay the video.
How to download the recording file?
If you want to download a recorded video, select the camera “Replay”, select the video clip you want to download and click the download icon to download
If you need to download a video stored on the SD card, do so when the device is online.
Note: Combined videos can’t be downloaded for more than 10 minutes at a time. Customizable selection of desired clips.
Other settings of the camera
I have the camera upside down; how do I reorient the picture for viewing?
- Please open the APP, and then click Camera Settings.
- Select Advanced Settings, Image Rotation.
How do I turn off the branding watermark when watching live videos?
- Please open the APP and click on camera settings.
- Select Advanced Settings to turn off the branding logo.
How do I “zoom in” on an object in camera view?
If your camera supports the zoom function, please double-finger to zoom in/out directly, then “1. Ox” will appear at the bottom of the center of the video streaming screen (default is 1.0x). It supports maximum zoom up to 16.0x and minimum zoom down to 1.0x, image sharpness will be slightly affected when zooming in.
If your camera is a binocular zoom camera (x1.0 and x4.0, for example), you can switch lenses by using the “x1.0” and “x4.0” zoom buttons that appear at the bottom center of the video streaming screen, as compared to the digital zoom this type of camera can be Compared to digital zoom, this type of camera maintains better image quality and can zoom in more. With the “x4.0” lens, the image can be magnified up to 64 times.
I’ve added multiple cameras, can I view them all on one screen at the same time?
If you want to view cameras at the same time, you can add multiple cameras and view them via Split Screen: please open the APP and click “Split Screen View” in the upper left corner of the “Cameras” page.
Support to create multiple groups, you can add up to 4 cameras in one group, and the same camera can be added to different groups.
Fault resolution
My camera is powered down.
If you have a battery camera, please charge it in time to make sure it is fully charged.
If you have a wired power connection to the camera, please make sure that the power connection is normal, and the camera will have a prompt light blinking when you turn on the power. If your camera is connected to the power but can’t power on, please replace another plug and power cord to try.
Why can’t I connect to the camera when my internet connection is fine?
Please make sure the power connection is normal before connecting to the network, the camera will have a prompt light blinking after the power on.
Please connect the camera in a place with a good network signal, if the connection fails, please long press the “Reset” button to Reset the camera and then connect it. hi
If the above operation does not solve the problem, please try to power off for 10-20s and then reboot the camera to connect again.
Why does the camera go offline when installed elsewhere?
Please make sure the power connection is normal, the camera will have a prompt light blinking when you turn on the power. Make sure the network is normal and stable where the camera is located. If the camera is offline, you can refresh and wait for a while, if the camera is always offline, please long press the “Reset” button to Reset the camera and then connect it.
If the above operation does not solve the problem, please try to power off for 10-20s and then reboot the camera to connect again.
I can’t connect to the camera after changing the network or switching it off and on again.
You need to reconfigure the camera’s network after you have changed the network environment. There is a Reset button on the camera, you need to hold the button until the tone appears, and then you can connect the camera to the network.
When you turn on the camera again after switching off the camera, please make sure that the power connection is normal, and that the camera will have a prompt light flashing when you turn on the power.
Make sure the network where the camera is located is normal and stable. You can refresh and wait for a while, if the camera is always offline/connecting, please long press the “Reset” button to reset the camera and then connect it.
If the above operation does not solve the problem, please try to power off for 10-20s and then reboot the camera to connect again.
Why is my camera only viewable via WiFi and using mobile data keeps showing an attempt to connect?
Please make sure your APP has been updated to the latest version.
Check to make sure the camera firmware version is the latest version: open the camera settings -> select the camera information -> firmware version, if there is a new version will be automatically updated after clicking on the version
Note: Keep the camera properly connected to power and network while updating.
SD card can’t be recognized by camera
web_fault_recognized_a
I have inserted the SD card. Why do I go to play but it says please insert SD card or no current video?
First, please check whether you have inserted the SD card into the camera correctly and recognize it, when recognized successfully, you can see the option of “memory card storage” in the camera settings.
If the SD card has been successfully recognized, check that the memory card storage is turned on and the relevant recording mode is selected so that the camera can automatically record video that can be viewed in “Replay”
You can follow the steps below: Open the APP, click on the camera settings, select the “Memory card storage” option to choose the recording mode, or set the schedule.
If the SD card is not recognized when inserted several times, it is recommended to format it once and try it again or replace it with another SD card.
Why is it that I have inserted the SD card and recognized it properly, but no video has been recorded?
Please check that the memory card storage is switched on and the relevant recording mode is selected so that the camera can automatically record video that you can view during “Replay”
You can follow the steps below: Open the APP, click on the camera settings, select the “Memory card storage” option and confirm to turn it on, at the same time, you can select the recording mode or set the schedule, which will be carried out in the set time, and the default is to record automatically around the clock without setting the schedule.
What should I do if the video downloads fail?
If you try to download videos from cloud storage, please ensure that you have enough memory on your phone. Make sure you have granted APP permissions. It is recommended that you do not exit the APP until the video has finished downloading.
If you try to download video from the SD card, please ensure that the camera is online, the power and connection network environment is good, and the phone memory is sufficient. Please make sure you have granted APP permissions. It is recommended that you do not exit the APP until the video has finished downloading.
If you try to download the alert video, please ensure that you have enough memory on your phone.
Please make sure you have granted APP permissions. It is recommended that you do not exit the APP until the video has finished downloading.
If the download fails several times, it is recommended to change your mobile phone and log in to your account for download, as the camera storage video format may be related to your mobile phone compatibility.
How do I turn off the camera?
The camera can be turned off temporarily or regularly without cutting off power. When you enter the live video page, click “Camera Off” (“Camera On”) to temporarily turn off (turn on) the camera.
The camera can be turned off regularly through the camera’s “Privacy Settings”, you can set the camera’s working hours in the “Timed Off Schedule”, which supports setting up to two working time strategies, and defaults to all-weather shutdown if no settings are made. When the camera is in the timer-off period, it will not allow live broadcast, storage, or alarm.
Night-vision images are not clear, and how do I adjust my night vision?
Please try to adjust the camera to another position, close enough not to be covered. Avoid pointing the camera lens at smooth surfaces such as white walls or glass, because this can cause reflections to occur.
What should I do if my camera image is unclear?
Please ensure that there is no obvious foreign matter in the camera lens. We support two types of picture quality: adjusting the picture sharpness in the live camera interface.
Subscription
What plan is right for me?
Cloud service provides secure cloud storage that can be shared with more family/friends, with rich alert notifications and other value-added services.
You can subscribe according to your own needs such as the number of cameras/cloud storage mode. For more information about subscription plans, please open APP->”Cloud”
How do I subscribe to a plan?
Please open the APP and select “Cloud” to subscribe. We do not limit the number of plans you can subscribe to.
What does a subscription trial plan offer?
New users who download and use the APP for the first time can enjoy a 30-day free trial of any cloud service plan for any length of time. The benefits enjoyed during the trial period are the same as those of the normal subscribed plans.
Can I change my subscription in the middle of a trial subscription?
A trial subscription is an exclusive benefit for first-time APP users, so when you subscribe for the first time, please confirm which subscription you need based on your needs such as the number of cameras or storage time. You can’t change your trial subscription once you have successfully subscribed.
You can subscribe to other plans for an additional fee.
How do I check the number of days left in my free trial?
Please open the APP and select cloud service, the current page shows the plan you have subscribed, and at the bottom of the plan information card, it shows “expires in xxx days”. ‘. You can click the plan card to check the expiry date of the plan.
Can I only pay via PayPal?
We currently support both PayPal and credit card payments, so you can subscribe either way. If the subscription fails please contact “[email protected]”
How do I apply the plan to the camera?
You can view the successfully subscribed plans through the APP, Cloud Services. Add cameras under the current successfully subscribed plan.
Note: Each camera can only be added under one plan and can’t be added repeatedly. The maximum number of cameras that can be added to each plan is adjusted according to the content of the plan you subscribe to.
Do I need to buy plans for each camera?
The cloud service offers a variety of service plans, each of which can support a different number of cameras. You can choose a plan based on the number of cameras you already have or the number of cameras you expect to deploy.
Basic plan – Standard supports adding up to 3 cameras
Basic plan – Al supports adding up to 1 camera Basic plan-Plus supports adding up to 1 camera.
The extended plan supports adding up to 5 cameras
Pro plan supports adding up to 7 cameras
How do I change (upgrade) my plan?
It is currently not possible to change or upgrade a subscription directly. You can only cancel the old plan and re-subscribe to a new one.
What if the number of cameras increases and I don’t want to renew my current plan and want to add a plan that supports a larger number of cameras?
You have two options:
- Cancel your existing plan, re-subscribe to a new plan capable of adding a larger number of cameras and add all cameras.
- Keep your existing plan and subscribe to another one/multiple plans to support more cameras.
What if I entered the wrong payment information? How do I change my payment information?
If subscribing through PayPal, you can change the credit card directly under your PayPal account.
If you are subscribing directly with a credit card, you can only cancel the old subscription plan and re-subscribe to the new one.
How do I update my payment information if my card is not working?
If you are subscribing directly with a credit card, you can only cancel the old subscription plan and re-subscribe to the new one.
How to unsubscribe?
To cancel the subscription during the trial period: open the APP, select Cloud -> Your plan settings -> Cancel. After cancellation, the service will stop immediately without any deduction or renewal of the subscription.
To cancel the subscription during the non-trial period: open the APP, select Cloud – Your plan settings-> Cancel. After cancellation, the service will stop after the expiry date without any deduction or renewal of the subscription.
Cloud Services
Must I subscribe to a cloud service to use the camera?
You can view live video or locally recorded video using an SD card. If you only need basic surveillance features, you may not need a cloud service. For cameras, cloud services can provide the following value:
Secure data storage: Cloud storage allows you to store your videos securely in the cloud, even if your instant camera is dropped, damaged, or lost, the historical playback footage is still viewable and the data can still be protected.
Remote Access: You can access the camera’s video data wherever you are, and download and delete stored records.
CONVENIENT SHARING: Cloud storage makes it easier to share the camera’s video data with others for family members or friends to view at any time.
Unlimited storage space: The length of video storage depends on the plan you subscribe, to and can be kept for 7 days/15 days/30 days. Storage space is no longer limited to the capacity of the memory card used.
Do I need cloud storage to view recordings?
The camera supports SD card storage and cloud storage:
SD card recording: the camera will automatically record video after inserting the SD card correctly.
Support event recording, continuous recording, and full coverage. And view the recorded video in “Replay”.
Cloud Storage: If you buy cloud storage, the camera will automatically record videos,and you can click back to view the related videos.
Unable to add a camera to cloud storage
If your camera is a shared camera of another user, it will not be able to be added to the plan by you (the account being shared) and only the camera owner will be able to manage the camera and subscribe to the cloud service.
Already subscribed to the plan, why no video?
Make sure your camera power and network connections are working properly.
Please make sure you add the camera under the subscribed plan and make sure the cloud storage is turned on. Please follow the instructions below: open APP->Cloud Services, find the plan you expect to use, click Add Camera at the bottom, and select the camera you expect to use the cloud service to add.
How do I view 24/7 video instead of just mobile video?
Local Storage: You can use an SD card for local storage, the camera will record 24/7 video storage after selecting Continuous Storage in Camera Settings, “Memory Card Storage” option.
Note: If you are using a battery camera, it will still work in motion detection recording mode to save battery power.
Cloud Storage: You can choose the basic plus plan, which supports continuous loop recording for 7 days.
Note: If you are using a battery camera, it will still work in motion detection recording mode to save battery power.
Can I buy the plan now to watch the previous videos?
We provide 10s videos of the last two days of alerts before you subscribe to the plan. Cloud storage will start after you have successfully subscribed to the plan.
Already subscribed to the plan, why can’t I see the previous videos?
Please make sure your plan service is valid and has not expired.
Cloud services provide a variety of service plans each plan storage video time is different, please make sure you need to view the video in the storage time.
Events that occur without subscribing to a plan will not be recorded and stored in the cloud, the cloud storage takes effect as soon as you successfully subscribe to a plan. If you don’t see the stored video on the APP, then there is no video in the cloud storage and the APP will fully display everything in the cloud storage. We also do not keep extra copies, this is not allowed.
Cost-related issues (auto-renewal)
Why are you still charging for a subscription that has been canceled?
View the plans you have subscribed to in APP->Cloud Services, select your plan and confirm that you have cancelled your subscription. After cancelling your subscription we will not charge you again at the beginning of the next service cycle.
Why was my account charged?
If you do not cancel your subscription during the subscription service period, we will automatically renew it at the beginning of the next service cycle.
Why were I charged multiple fees?
If there are multiple charges because you have subscribed to a plan repeatedly or by mistake, you can open APP->Cloud Services to see all the plans you have subscribed to. You can cancel the subscription by clicking on the plan, and no charges will be deducted or renewed after canceling the subscription.
How can you cancel the cloud storage auto-renewal service?
Open Cloud Services under the APP, select the plan you want to cancel the auto-renewal, and click on it, you can browse the contents of the plan and at the bottom of the page, there is a cancel subscription button.
NOTE: There will be no charge for canceled services and no renewal.
Incorrect transaction amount
If you are paying by card, it may be that your card issuer charges you a transfer fee at the time of payment.
Why haven’t I received a refund after canceling my subscription?
After cancellation of the subscription, the plan will not be automatically renewed and charged, and you can still enjoy the service until the end of the duration. When your subscription plan is successfully deducted the cloud service takes effect immediately, and the deducted fee is not refundable, any questions can be directed to “[email protected]”
Is it possible to request a refund?
The cloud services we provide are prepaid services and do not support refunds after payment. Any questions can be directed to “[email protected]”