FAQs

Imou Security

How to set up my camera？

If you want to set up your camera, please follow the steps as below.

Please note: ensure the distance between the camera, mobile phone, and router is within 30cm during the configuration procedure.

1. Tap “+” to scan the QR code of the label and tap “Next”.

2. Connect the phone to the camera’s hotspot signal named that begins with “DAP”.

3. Tap the WiFi that you want to connect to.

4. Enter the WiFi password and tap Next.

5. Wait for the connection.

6. Added successfully.

How to share my cameras with others？

1. Reach “Share Device” on the home page.

2. Tap ‘+’ and input the email address you want to share the device with. Or you can share by QR code.

3. Special permissions for the shared user.

How to view history record?

If you want to view history records from Imou APP, please follow the steps below.

In the preview interface.

1. Play the live video and tap the “Event History Timeline”.

2. Select cloud storage or SD card storage to view the recording

3. Tap to view all recordings

In the home interface.

1. Tap “··” on the device menu.

2. Tap “All videos” to view all recordings.

How to select memory card capacity?

1. For 2MP resolution cameras, a 32g memory card can be used for 3 days;

2. For 4mp resolution cameras, a 32g memory card can be used for 1.5 days;

3. When the storage is full, historical video records will be replaced by new videos in chronological order automatically.

How can I stream Imou camera through Amazon Echo Show/ Google Nest Hub?

You can follow the configuration wizard of Google Home to configure Imou account on Google Home, and the demo will be shown on our official YouTube channel.

Where can videos be stored?

Way 1. Use local storage(memory card) as the default mode.

Way 2. If the cloud storage service is enabled, enable the cloud storage and local storage.

Way 3. Use manual recording mode and the recording will be stored in the local storage on the phone or PC.

What to do if there is a false alarm from outside the motion detection zone (general activity zone)?

Turn the Human Detection off.

Can I set human detection area?

Sorry, you can only set the detection area for motion detection instead of human detection.

What to do if there is no alarm after enabling motion detection?

Please try the followings:

1. Turn on the motion detection in the app.

2. Increase the sensitivity in the app.

3. Adjust the dynamic inspection area.

4. Adjust the validity period.

5. Change the memory card property to “read/write”.

How do I fix the device IP?

1. Set static IP with SmartPSS and other tools.

2. Bind IP and MAC in router interface.

3. Set the router’s address lease option to “never expire”.

What to do if the device initialization (password setting) failed?

1. Keep the device and the phone on the same network.

2. Keep your router online.

3. Switch the DNS server to 8:8:8:8, 8:8:4:4.

What to do if the device fails to stream?

1. Check the network connection between the router and the mobile phone, reduce the load of the router, and ensure that the connection is normal.

2. Simplify the networking path of the device and ensure that the device router is connected to the Internet.

3. Check the network configuration and remove the network restrictions of the device.

What to do if the device goes on and offline frequently?

1. Check the WiFi signal strength and keep the device and router unobstructed.

2. Reduce the number of access devices and ensure sufficient uplink bandwidth.

3. Adjust equipment distribution to work in different channels.

What to do if the night vision mode turns on/off repeatedly?

1. Remove the obstructions in front of the lens.

2. Avoid using in narrow space.

What to do if the screen is blurred?

1. Clean the outside of the lens.

2. If the above operation is invalid, return to the factory for maintenance.

What to do if the screen is too bright in Night vision / Infrared / Smart Mode?

1. Adjust the distance from the monitoring object.

2. Adjust the angle of the camera.

What to do if the screen is too dark in Night vision/Infrared/Smart Mode?

1. Adjust the distance from the monitoring object.

2. Switch to the original adapter.

3. Reset the camera and check the parameter settings with imou life app.

What to do if the memory card is not recognized?

1. Clean the golden finger with a rubber.

2. Format the memory card with a PC.

3. Replace the memory card.

4. Access the memory card in the camera using other apps like SmartPSS etc.

What to do if the infrared detection is false or not alarming?

1. Avoid installing the device in areas with rapid temperature changes such as air conditioners.

2. Clean the lens and remove obstacles in the field of vision.

3. Adjust the installation angle to avoid direct strong light.

What to do if the indicator light is off or solid red?

1. Switch to the original adapter.

2. Make sure the device is not powered off and is connected continuously during the upgrade process.

3. If the above operation is invalid, return to the factory for maintenance.

How many years of security updates will IPC products get?

We provide two years of security updates and associated services for IPC devices.

Imou Robots

What to do if the carpet is not recognized when building the map?

1. After the global map is established, manually delineate the corresponding restricted area.

2. Before the map is completely established, avoid using the mopping function.

3. Keep the dust collection charging dock in an environment with small changes to prevent the cleaner from failing to identify the surrounding environment, clearing the map and rebuilding.

What to do if the fan is too noisy?

1. Check whether the HEPA dust box is blocked by foreign objects such as dust, and try to clean the dust or foreign objects before using the cleaner again.

2. Check whether the dust box of the cleaner is full of cleaning garbage, and use the cleaner again after cleaning the dust box.

3.  Connect the cleaner to the Internet and use the mobile APP to adjust the suction power of the cleaner.

4. Try to use the cleaner again after restarting.

What to do if the map overlaps in APP?

1. Check whether the cleaner has been moved or kicked during operation. Do not move or kick the cleaner during use.

2. Check whether there are thresholds and other areas that cause the cleaner to fail to escape or to escape multiple times, causing the cleaner to map to overlap. Please try to separate the escape area from a virtual wall.

3. Do not place other sundries on the cleaner when cleaning to avoid blocking the camera to create a map.

What to do if the cleaner will not automatically recharge when out of power during the cleaning?

1. Check whether the cleaner starts from the dust collection charging dock when cleaning.

2. Check whether the dust collection charging dock is located properly (1.5m access in front and 0.5m access at both sides are available).

3. Check whether the mopping board is mounted properly and in place.

4. Check whether the mop is attached properly, curl-up of the mop may cause the failure of recharging.

5. Check whether the left and right walking wheels of the cleaner are stuck by foreign objects, causing the cleaner to run poorly and the cleaner cannot be recharged normally. 

6. Try to use the cleaner again after restarting.

What to do if recharge repeatedly?

1. Check whether the cleaner is in good contact with the charging pole piece of the dust collection charging dock, and manually lean on the dust collection charging dock to check whether it can be charged.

2. Check whether there is dust or stains on the charging pole piece of the cleaner and the dust collection charging dock, which may cause poor charging contact. Wipe it with a soft cloth before trying to use it.

3. Check whether the charging pole pieces of the cleaner and the dust collection charging dock correspond to a horizontal line and whether the charging base is placed horizontally against the wall.

Imou Protect

How to reselect devices for Imou Protect plan?

Please make sure you have subscribed to the IMOU Protect plan.

Active your Imou Protect

  1. Enter “Me”page.
  2. Tap “Imou Protect”to enter Imou Protect Page.
  3. Tap the Plan to be activated, then tap “Add devices”.
  4. Select devices and tap “OK”.
  5. Successfully.

Reselect devices for activated Imou Protect plan 

  1. Enter Imou Protect Page.
  2. Tap the icon (edit) to reselect devices for this activated Imou Protect Plan.
  3. The remaining steps are the same as 1. Active my Imou Protect.

 

What’s the difference between cloud storage and Imou Protect?

Imou Protect is a comprehensive service that includes Cloud Storage. Imou Protect delivers a brand new security experience with additional benefits like AI Detection, downloading SD card recordings, sharing devices with more users, security reports, and more.

What will be the impact if I don't subscribe to Imou Protect?

The Imou Protect service is an optional service that does not affect the use of Imou devices without a subscription. By subscribing to Imou Protect service, you will unlock more benefits and enjoy a more premium experience.

How do I upgrade the Imou Protect if I already subscribed to cloud storage?

If you have subscribed to cloud storage service and it is still valid, even if it is a free trial plan, you don’t need extra operations or payment. We will upgrade the cloud storage service to Imou Protect for free. When you log in to Imou APP V5.11.0 or a more advanced version, you will receive a pop-up reminder on the real-time playback page.

Upgrade rules:

3 days cloud storage → Basic Plan, including 3 or 7 days cloud storage 

7 days cloud storage → Basic Plan, including 7 days cloud storage 

30 days cloud storage → Plus Plan, including 30 days cloud storage 

Can I try Imou Protect before I subscribe?

A free trial of Imou Protect is available for every newly registered Imou camera. If the camera has already enjoyed the free trial of cloud storage and it has expired, there will be no more free trial opportunities for Imou Protect. 

I have several cameras, how do I choose a subscription?

Imou Protect supports subscriptions for a single camera or up to 5 cameras, you can choose the suitable subscription.

If the camera is broken, what should I do with the subscribed Imou Protect?

You can transfer the subscription to other cameras or cancel the subscription on Imou APP.

If I unbind the camera, what will happen to the Imou Protect I have subscribed to?

When unbinding the camera, if the Imou Protect you subscribed to is no longer associated with any camera, you can choose to cancel the subscription on the page. Of course, you can also find the subscription in the Imou APP and cancel it at any time.

What is the difference between the AI Detection provided by Imou Protect and the detection function that comes with the camera?

AI Detection provided by Imou Protect gives you the option to only receive alerts when a person, pet, vehicle, and package is detected, even if the cameras with no AI capability. And Imou Protect AI detection provides more detection types than the detection function that comes with the camera. Imou Protect AI detection does not need to update the camera program, it is continuously upgraded with the support of cloud algorithms.

If I already subscribe to Imou Protect, how can I enjoy the newly released benefits?

If you already subscribed to Imou Protect and Imou upgrades your current plan features, you will receive the latest benefits for the next cycle at no additional charge. If your current subscription does not meet your needs, you may choose to upgrade to a higher-tier subscription.

I want to upgrade the Imou Protect service that I have subscribed, how will I be charged?

After you upgrade the subscription, the auto-renewal of the replaced plan will be canceled. Its remaining service days will be counted as discounts to your initial payment of the current plan. The subsequent subscription will automatically renew at a normal price. You can cancel the renewal at any time.

Do all brands of cameras support Imou Protect?

Imou cameras support all benefits of Imou Protect.

How to cancel Imou protect plan?

If you need to cancel Imou Protect plan, please follow the steps below.

1. Enter Me page.

2. Tap the option Imou Protect .

3. Choose the subscription you need to cancel.

4. Confirm to cancel.

Others

How to export my personal information from Imou Life APP?

1. Enter “Me” page and tap to enter “Settings”.

2. Tap to enter “Account and Security”.

3. Tap to enter “Export Account Information”.

4. Tap “Export”.

5. Tap “OK”. After receiving the verification code, enter the verification code and tap “OK”.

How to format SD card in Imou Life APP?

1. Tap to enter the “Device Details” page, and you can find Local Storage from the Storage Setting.

2. Choose “Local Storage” and tap it.

3. Tap “Format” so that the storage card will be formatted successfully.

How to register an Imou account?

If you want to add your camera to Imou Life app and set up your camera to work properly, please follow the steps below.

Download the APP and register an account.

1. Download App: Get the Imou Life app from the Apple App Store or Google Play, or by scanning the QR code of the box.

2. Tap “sign up” to get your Imou account.

3. Choose your account attribution and tap “next”. Please note: Account attribution cannot be changed after it is confirmed.

4. Enter your E-mail and set the password. Confirm the agreement to the Terms of Service and proceed to the next step.

5. Enter the verification code received in your email to complete.

How to change the linked email in Imou life App?

1. Enter “Me” and tap Head Portrait. 

2. Tap “Change” in the Email part.

3. Check your email and enter the Verification Code.

4. Enter the new email and the Verification Code.

5.  Enter the new email to log in.