previous recording
Answered
hi,
I have not had the 7 day recording however, I need May 11 and 12 from this year if possible.
If I pay for the upgrade, can you retrieve these from these dates?
0
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Hello,
Thank you for reaching out.
To clarify your request: you’re hoping to retrieve video recordings from May 11 and 12 of this year — but you currently do not have an active 7-day (or any) Cloud Service subscription.
Unfortunately, videos are only saved to the cloud if Cloud Service was active and enabled *at the time* the recordings were made. If no Cloud Service plan was subscribed to — and cloud recording was not turned on — then those videos were not uploaded or stored in the cloud, and therefore cannot be retrieved retroactively, even after purchasing a plan now.
Here’s what determines whether those dates exist:
✅ Required conditions for May 11–12 videos to be available:
- A valid Cloud Service plan (e.g., 7-day or longer) must have been active and associated with the device on those dates.
- In the device’s [Preferences/Settings] → [Storage], “Record video to the cloud” must have been turned ON during that period.
- The device must have been online and connected to the internet, with stable upload capability.
❌ If any of the above were missing on May 11–12, those videos were never generated or saved to the cloud, and no upgrade or payment today can recover them.
🔍 To help you verify:
- Please check your current Cloud Service status: go to [Me] → [My Cloud Service] in the app.
- Check whether any plan shows an active period covering May 11–12 (including trial periods).
- Also confirm whether cloud recording was enabled back then: in the device’s [Preferences/Settings] → [Storage], look for the toggle labeled *“Record video to the cloud”* — though historical settings aren’t visible in-app, its current state may give context.
📌 Note: SD card recordings (if used) are stored locally and would only be accessible if:
- An SD card was inserted and formatted correctly (FAT32, 8–128 GB),
- SD card recording was enabled (Event or All-Day mode),
- And the SD card is still intact and readable — but these cannot be retrieved remotely or by us.
To avoid missing future events, we recommend:
- Subscribing to a Cloud Service plan now,
- Confirming “Record video to the cloud” is enabled in device settings,
- Ensuring the device stays online with stable Wi-Fi.
Would you like guidance on:
- How to check your past Cloud Service activation dates?
- How to subscribe and activate cloud recording step-by-step?
- How to verify whether your device supports cloud recording (based on its model)?
Also, to assist further, could you please share:
- Your device model (e.g., A31C, S21, D10S, etc.)?
- Whether you’ve ever used a free trial or had a paid plan before?
- Whether you rely on SD card storage — and if so, whether the SD card is still in the device?
We’re here to help ensure your setup captures everything going forward.0 -
Hello,
Thank you for reaching out.
To clarify your request: you’re hoping to retrieve video recordings from May 11 and 12 of this year — but you currently do not have an active 7-day (or any) Cloud Service subscription.
Unfortunately, videos are only saved to the cloud if Cloud Service was active and enabled *at the time* the recordings were made. If no Cloud Service plan was subscribed to — and cloud recording was not turned on — then those videos were not uploaded or stored in the cloud, and therefore cannot be retrieved retroactively, even after purchasing a plan now.
Here’s what determines whether those dates exist:
✅ Required conditions for May 11–12 videos to be available:
- A valid Cloud Service plan (e.g., 7-day or longer) must have been active and associated with the device on those dates.
- In the device’s [Preferences/Settings] → [Storage], “Record video to the cloud” must have been turned ON during that period.
- The device must have been online and connected to the internet, with stable upload capability.
❌ If any of the above were missing on May 11–12, those videos were never generated or saved to the cloud, and no upgrade or payment today can recover them.
🔍 To help you verify:
- Please check your current Cloud Service status: go to [Me] → [My Cloud Service] in the app.
- Check whether any plan shows an active period covering May 11–12 (including trial periods).
- Also confirm whether cloud recording was enabled back then: in the device’s [Preferences/Settings] → [Storage], look for the toggle labeled *“Record video to the cloud”* — though historical settings aren’t visible in-app, its current state may give context.
📌 Note: SD card recordings (if used) are stored locally and would only be accessible if:
- An SD card was inserted and formatted correctly (FAT32, 8–128 GB),
- SD card recording was enabled (Event or All-Day mode),
- And the SD card is still intact and readable — but these cannot be retrieved remotely or by us.
To avoid missing future events, we recommend:
- Subscribing to a Cloud Service plan now,
- Confirming “Record video to the cloud” is enabled in device settings,
- Ensuring the device stays online with stable Wi-Fi.
Would you like guidance on:
- How to check your past Cloud Service activation dates?
- How to subscribe and activate cloud recording step-by-step?
- How to verify whether your device supports cloud recording (based on its model)?
Also, to assist further, could you please share:
- Your device model (e.g., A31C, S21, D10S, etc.)?
- Whether you’ve ever used a free trial or had a paid plan before?
- Whether you rely on SD card storage — and if so, whether the SD card is still in the device?
We’re here to help ensure your setup captures everything going forward.0
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