1.) Reset your Camera
Hold down on SET or Reset button for 5 seconds (see pictures below for Examples) you will hear either a verbal confirmation, a beep, or LED color changing or flashing:
2.) Confirm your mobile device is connected to the 2.4Ghz band of your Home or Local Wi-Fi account and not a Guest 2.4Ghz account. (See Images Below)
You can use your computer's Wi-Fi properties to confirm the SSID your mobile device is connected to is a 2.4Ghz band, see pictures below.
If you have a PC, click on the Wi-Fi cone icon on far right of the screen next to the time. Make sure your Wi-Fi is Connected, click on Properties, then scroll down to see the Wi-Fi band.
If you have a Mac, hold down the option key while you click on the AirPort icon (Wi-Fi cone icon) at the top of the screen. Look for the Channel setting. That will tell you what channel you are on and whether you are connected to 2.4 GHz or 5 GHz at the present time.
Note, 5 GHz connections are usually faster connections than 2.4 GHz. If your Mac is located a few rooms away from the wireless router, it will probably connect to 2.4 GHz since those signals will be stronger.
3.) Try Unplugging the Router or Powering Off the Router for 30 seconds.
First, Make sure your Camera/Device is not connected to another one of your own accounts, for example, another email or phone number that belongs to you.
If the Camera/Device is connected to another email or phone number that belongs to you (or that you recognize) you have Two Options, Either:
Option 1: Log into the other Account and use Camera/Device
* You will Log into Account B and use Account B instead
Option 2: Log into the other Account and delete the Camera/Device to pair to another account
* You will Log into Account B, delete Camera/Device, connect Camera/Device to Account A
Option 3: If your Camera/Device is connected to another Account that does not belong to you (PLEASE POWER OFF DEVICES/CAMERAS, We will notify you when the device is released, Thanks for your patience!)
NVR/DVR users, see Network Settings in DVR/NVR menu system for 32-character device id/QR Code. If the Product ID or email is missing some characters in between like so (c35ad25cd3d***) give us a call 415-936-3628 between (9am-6pm Pacific Time)
Product ID Code Example: c345f373b3684593d255d432cdfd3dd2
All fields marked with an asterisk (*) are required