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I have forgotten my Swann Security account password. How do I reset it?
Tap the “Forgot Password” link on the Sign In screen of the Swann Security app and submit the email address that you
used to create your account. You'll shortly receive an email with instructions on how to reset your account password.
Can I access my device with another phone?
Yes. Just install the Swann Security app on your other phone and sign in using the same Swann Security account
credentials. For privacy, make sure to sign out of the app on any secondary devices before switching back to your
primary phone.
Can I register my device to another Swann Security account?
A device can be registered to a single Swann Security account only. If you want to register the device to a new
account (for example, if you want to give the device to a friend), you'll rst need to remove the device (i.e., unpair)
from your account. Once removed, the device can be registered to another Swann Security account.
How do I nd my device's ID?
For CCTV systems: The device's ID is listed on a sticker located on the top of the device.
For SWIFI cameras: The device's ID (or MAC address) is listed on a sticker located on the back, bottom or base of the
device.
If the device is already paired to your account, you can nd the device's ID in the app: Device tab > Select the device >
Technical details
Why am I not receiving push notications?
Ensure that the "Do Not Disturb" toggle on the Activity tab has not been enabled in the app, as this will suppress all
push notications from Swann Security.
Will I be able to stream live video if I'm travelling overseas?
As long as your mobile phone and the Swann Security devices are both connected to the internet, you can
conveniently check in on your devices via the Swann Security app from anywhere in the world.
Why is live video slow to load?
Camera streaming issues may be caused by any of the following:
• Poor internet/Wi-Fi connection (e.g., weak spots in your cellular/wireless network coverage) is the most common
reason. Test your internet speed at speedtest.net. We recommend internet speeds of at least 2 Mbps for optimal
streaming performance. You can also install a Wi-Fi extender to improve the Wi-Fi coverage throughout your
home and ensure the camera receives a strong Wi-Fi signal where it is located.
• Limited internet bandwidth at home, for example, other video streaming services running at the same time on
your network can cause congestion slowing down the internet upload and download speeds. As a general rule,
the more devices you have connected to your Wi-Fi router, the more internet bandwidth you'll need. Contact your
Internet Service Provider (ISP) and ask about upgrading your plan to get more bandwidth.
Why is the video event history not loading in the Playback tab?
After launching the Swann Security app, please allow a moment for camera tiles to load live video before trying to
retrieve the video event history of your cameras from the Playback tab.
FAQS: GENERAL
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