With a cloud subscription, recordings from a supported smart camera or smart doorbell can be securely stored in the cloud for a specific period of time. This allows you to view stored recordings through the smart app.
Below you will find answers to the most frequently asked questions about cloud subscriptions, retention periods, access to recordings, and privacy.
What is a cloud subscription?
A cloud subscription is a subscription that allows recordings from your smart camera or smart doorbell to be stored in the cloud for a specific period of time.
Depending on the subscription you choose, a specific retention period applies, for example 7 days or 30 days.
Available subscriptions and retention periods may vary.
What does a 7-day or 30-day retention period mean?
The retention period determines how long a stored recording remains available.
For example, with a cloud subscription with a 7-day retention period, a recording remains available for up to 7 days. With a 30-day retention period, it remains available for up to 30 days.
The retention period is calculated separately for each recording. Once a recording is older than the retention period of the active cloud subscription, it is automatically deleted.
What happens to recordings that exceed the retention period?
Recordings that exceed the applicable retention period are automatically and permanently deleted.
Once deleted, these recordings can no longer be viewed, retrieved, or recovered. Our support team is also unable to recover deleted recordings.
Do you have an important recording that you want to keep? Make sure to save it locally from the smart app to your smartphone's storage before the recording's retention period expires.
Can I recover old recordings by purchasing a subscription with a longer retention period?
No. Purchasing or upgrading to a cloud subscription with a longer retention period does not make previously deleted recordings available again.
For example, if a recording has already exceeded the retention period of a 7-day cloud subscription and has been automatically deleted, it cannot be recovered by subsequently purchasing a 30-day cloud subscription.
A longer retention period cannot restore recordings that have already been deleted.
Who can view my cloud recordings?
Stored recordings are only accessible through the smart app account to which the smart camera or smart doorbell and cloud subscription are linked.
You can view the available recordings yourself through the smart app and, if desired, save them locally to your smartphone's storage.
Can the support team view my camera recordings?
No. For privacy reasons and in accordance with the GDPR, we have no means of accessing or viewing users' personal camera or doorbell recordings.
Our support team does not have access to the contents of your cloud recordings and therefore cannot open, view, download, or send these recordings to you.
This also applies if you personally give us permission to access the recordings.
Can you retrieve or send me a recording?
No. We cannot access, download, retrieve, or provide users' cloud recordings.
If a recording is still within the applicable retention period, you can only view it yourself through the relevant smart app account and save it locally to your smartphone from the smart app.
If the retention period has already expired and the recording has been automatically deleted, it has been permanently deleted and cannot be recovered.
Are deleted recordings still stored somewhere on a server or in a backup?
No. Once recordings have been deleted in accordance with the applicable retention period, they are no longer available for retrieval or restoration.
Our support team does not have access to a separate copy, backup, or archive that can be used to retrieve expired cloud recordings.
What should I do if I need a recording of an important event?
If you have an important recording, for example of an incident, damage, or theft, check the available recordings in the smart app as soon as possible and save the relevant recording locally to your smartphone's storage.
Do not wait until the end of the retention period. Once a recording's retention period has expired and the recording has been automatically deleted, it cannot be recovered.
Can support still help me with problems related to my cloud subscription?
Yes. Although we cannot view the contents of your personal recordings, we can of course assist you with technical questions regarding the operation of your smart camera, smart doorbell, smart app, or cloud subscription.
When contacting our support team, please provide the product's article number and a clear description of the issue.
Never share the password of your smart app account with our support team.
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