Frequently Asked Questions about Cloud-based Video Recording

• 1. What happens if I don't activate a cloud plan? ▲

  The products that currently support cloud-based video recording include the Smart Video Doorbell, HD WiFi Camera.
  If no cloud plan is activated, features like live video, two-way talk, manual snapshots, video recording (to your phone's album) and real-time push notifications of motion triggers are still supported, but video clips of events cannot be viewed (unless the device supports microSDTM memory card storage). It is therefore recommended that you activate our one-year free trial of the Basic Plan upon installation. After the year is up, you are required to link your PayPal account to continue to enjoy the same Basic Plan (USD29.99/year) benefits. If you do not link your PayPal account, you will only be able to use our Free Plan from the second year onward.

• 2. How to activate my cloud plan?
• Trial Plan ▲

  For your ease of use and optimal experience, each video device comes with a free ONE-YEAR Basic Plan (which stores motion triggers or video events from the past 7 days). Only the first admin account holder connected to the video device can activate the Trial Plan. Tap on the menu bar in the upper left corner of the app and then tap on the cloud recording. There will be a pop-up window asking if you want to activate your complimentary Trial Plan. Tap on "Now" to officially activate the Trial Plan. After the year is up, you are required to link your PayPal account to continue to enjoy the same Basic Plan (USD29.99/year) benefits. If you do not link your PayPal account, you will only be able to use our Free Plan from the second year onward.
  

• Basic Plan ▲

  Only the first admin account holder connected to the video device can activate the Basic Plan. You will not be able to change the cloud plan of the video device that is shared by someone else to you. To purchase the Basic Plan:
  1. Tap on the right arrow icon next to the target video device and then find the Basic Plan option by sliding left on the screen.
  2. Select the Monthly or Annually plan, and then follow the instructions to complete the payment.
  

• Related Question:
• (1). What happens when I pay for a Basic Plan while my Free Plan is already in use? Will the newly purchased plan and storage capacity become available immediately? ▲

  Yes, your paid plan will come into effect immediately.

• (2). What's the difference between the Basic and Premium Plan？▲

  Type	Basic	Premium
  Cost	Pay Monthly: $2.99 per video device； Pay Annually: $29.99 per video device；	Pay Monthly: $6.99；Pay Annually: $69.99 No limitation to the number of the video devices, all of them under an account can enjoy the Premium Plan.
  Video Storage	All the video clips of the last 7 days will be saved.	All the video clips of the last 30 days will be saved.
  Bookmark	50 video bookmarks	Unlimited video bookmarks

• (3). Can I upgrade my Basic Plan to a Premium one? What happens to the unused days? ▲

  Yes, you could upgrade your Basic Plan to a Premium one at any time. The unused days in your original Basic Plan would be calculated in proportion to the remaining amount and will be deducted directly from your new Premium Plan. After upgrading, your new Premium Plan will come into effect immediately, and all your video devices linked to your account (as the first admin account holder) will also have the new features of your Premium Plan. If you paid for an annual Basic Plan, you would only be able to upgrade to an annual Premium Plan, not a monthly Premium Plan.

• Premium Plan ▲

  Only the first admin account holder connected to a video device can activate the Premium Plan. You will not be able to change the cloud plan of the video device that is shared by someone else to you. To purchase the Premium Plan:
  (1). Activate the Free Plan of the video device
  (2). Tap Upgrade or Renew (if you already had a Basic Plan), then slide to the left and you will see the Premium Plan option.
  (3). Select the Monthly or Annually plan, and then follow the instruction to complete the payment.
  

• 3. After I purchased a plan, is it refundable if I don't use all of it? ▲

  No. Please refer to our Terms of Use. You can cancel your automatic renewal manually, but your current plan will continue to be effective until the end of this billing circle. For example: A one-year Basic Plan was purchased and has been used for 9 months; after the cancellation of automatic renewal, your Basic Plan will continue to be effective for the remaining 3 months and you won't be charged after the 12 months of full usage.

• 4. Can my cloud plan be transferred to other accounts? ▲

  No.

• 5. How to change my cloud plan during use?
• From Free Plan to other Plan Directly ▲

  Your Free Plan can be directly upgraded to a Basic or Premium Plan during use.

• From Monthly Basic Plan to Annual Basic Plan ▲

  

• From Monthly Premium to Annual Premium ▲

  

• From Basic Plan (Monthly or Annually) to Premium Plan (Monthly or Annually) ▲

  
  You can upgrade your Monthly Basic Plan to a Monthly/Annual Premium Plan anytime. The unused days in your original Basic Plan would be calculated in proportion to the remaining amount and will be deducted directly from your new Premium Plan. After upgrading, your new Premium Plan will come into effect immediately, and all your video devices linked to your account (as the first admin account holder) will also have the new features of your Premium Plan.
  But if an Annual Basic Plan is in use, you would only be able to upgrade to an Annual Premium Plan, NOT a Monthly Premium Plan.

• From Premium Plan (Monthly or Annual) to Basic Plan (Monthly or Annual) ▲

  If your Premium Plan is still active, you CANNOT switch to a lower-tier plan. You have to wait the current Premium Plan expires and then purchase a Monthly or Annually Basic Plan for an individual video device.

• 6. How to stop event-triggered cloud-based video recording? ▲

  Tap on the menu bar in the upper left corner of the app and then tap Cloud Recording. The cloud-based video recording feature will be paused immediately when you turn off the switch for cloud recording. If motion is detected while cloud recording is paused, you will only receive push notifications in the app, but no video clip will be recorded in the cloud (previously recorded video clips before you switched off recording will remain intact until their storage time expire).

• 7. Sharing, saving, bookmarking and deleting the cloud video clips？▲

• How to share an event-triggered video clip? ▲

  Cloud video sharing is only available to the Basic and Premium plans. Tap on the share icon in the top right corner, to download the clip. When the download is completed, tap on the share button to finish.
  

• How to save a video clip recorded in the cloud to your phone? ▲

  Cloud video sharing is only available to the Basic and Premium plans. Tap on the download icon in the top right corner to download the selected clip. When the download is completed, you can find it in your phone's album (iPhone) or file folder (Android).
  

• How to bookmark a video clip? ▲

  Cloud video bookmarking is only available to the Basic and Premium plans. Tap on the bookmark icon in the top right corner of the video clip. The bookmark icon turns to blue which means it has been bookmarked and will permanently remain unless you remove the bookmark.
  

• How to cancel bookmark of a video clip? ▲

  Tap on the blue bookmark icon in the top right corner of the video clip. The bookmark icon turns to transparent which means the bookmark has been cancelled and the video clip will be deleted at the due date of subscription plans (in 7 days or 30 days).
  Note: When cancelling bookmarks of the video clips over video storage time (7 days or 30 days), the video clips will be deleted and cannot be recovered.
  

• How to delete a video clip? ▲

  You can either delete a video clip or delete all from [History] or [Cloud Recording].
  From [History]:
  
  From [Cloud Recording]:
  

• Can shared accounts view recorded clips in the cloud? ▲

  Yes, but only within the set access time limits of sharing and cloud plan in place.

• Can shared accounts re-share, save, bookmark or delete the recorded clips of the shared devices? ▲

  Yes, but only available to an admin account (full access).

• 8. Others
• If I give away my video device to someone else, do I need to stop my cloud plan?▲

  If you give away your video device to someone else, video clips that you previously stored under your account in the Cloud Recording will remain saved and accessible to you, but the new device owner won't be able to view them. If you no longer need these video clips, you can choose to delete your account permanently. All video clips under this account will then be deleted and cannot be recovered.

• How to delete my account permanently? ▲

  Tap on the menu bar in the upper left corner of the app, tap on your head portrait and then tap on Delete Account. After deleting your account, all your personal information and saved clips will be completely deleted and cannot be recovered. Please proceed with caution!

• Will my device record new video footage in the cloud when the device is not connected with power or WiFi network? ▲

  No. Cloud-based video recording only works when the device is connected with power and stable Wi-Fi network. When the device is offline, you can still log in to your account and view previously recorded video clips in the cloud.

• What is the network requirement for cloud-based video recording? ▲

  Cloud-based video recording requires a reliably consistent network bandwidth of no less than 4 Mbps. This will ensure video clips are captured in full and can be played back in a fluid manner.