QR code to scan when adding a device
Scan the QR code on the device body. If there’s no QR code on the device body, access the device system to scan the QR code.
- IPC: Setup>Network>EZCloud
- NVR: System>Network>EZCloud
- VMS: System>Network>EZCloud
- Face recognition access control terminal: Setup>Network>EZCloud
Why “This username has not been registered yet” appears after I have entered the correct username and password?
Please choose the correct service area (中国服务区 or International) during signup or login. Accounts among service areas are isolated.
Why it indicates the device has been added by other account when I try to add a device?
For security and privacy, a device can be added by one account only. You need to access the device and cancel the binding first. Please refer to the device user manual for detailed steps.
What should I do if I forgot the device password?
- If you forgot the device password, tap Me > General > Forget Device Password to obtain a security code, use it to log in and reset the password. The conditions and methods are as follows:
| Device | Login to Cloud Account | Method |
| New-version device | Not required | Click Forgot Password on the device’s local or Web interface, and then scan the QR code. A security code will be sent to the email address registered for the device. |
| Old-version device | Required | Make sure the device is online. Enter the device’s serial number. A security code is displayed on the APP. |
Why my mobile phone cannot receive alarm notifications?
- Tap Menu > Alarm Notifications > Allow Notifications. Select device(s) and allow notifications. Meanwhile, make sure notification is allowed for the App on your mobile phone.Also, alarm push is available to cloud devices and devices added without signup. It is not available to local devices.
Why the number of alarm notifications shown in the App is greater than that in mobile phone?
- Alarm notifications in the App contain alarm events of all devices while the mobile phone only receives alarm push messages for cloud devices and devices added without signup.
Why devices listed on the alarm notification page are less than devices on the device list?
- Cloud devices that have not been online before are not displayed on the alarm notification page.
Why it shows “Cannot export for the video compression format. Please view in Picture & Video”?
- This is a common issue for all apps. H.265 videos cannot be exported on all iPhones, regardless of model and version. Some Android phones also have this issue.
How to start two-way audio with an NVR?
- Press and hold
and then select the NVR from the list. To stop, press and hold and then select the NVR from the list.
Device configuration is applicable to what device types?
- IPC and NVR.
Video stops automatically after playing for a while. What can I do about it?
- Tap Me > General and disable Pause Video Automatically.
What does streaming media protocol (Protocol 2, Protocol 3) mean?
- Means SDK2 and SDK3, which are communication protocols between the App and devices. Some features of the App are available only to SDK3, for example, playback of recordings from an onboard SD card of an IPC, remote device configuration, local recording with audio, red-highlighted alarm recording in playback, the calendar search feature in playback (blue dots on the calendar), and view video from a fisheye camera.
Why it shows “No more low-version devices can enable alarm notification”?
- Low-version devices refer to devices that don’t support cloud storage of alarms. App can enable alarm notification for up to 64 low-version devices and local devices, and it shows this message when the limit is exceeded. You can choose to upgrade the device version, or disable alarm notification for certain lower-version devices manually.
How to cancel my account?
- Please tap
Menu > 
Cloud Account > Cancel Account.