SmartLife App DocsCloud Storage FAQ
Frequently asked questions about cloud storage service
Find answers to common questions about the cloud storage service.
Billing & Purchase
Is the cloud service for the camera eligible for a discount?
Check whether the camera cloud storage service has discounts or promotions.
Can value-added services such as cloud storage be refunded after the service is purchased?
Refund policy for cloud storage and other value-added services.
Why does the platform say that the service is unavailable in my area when I purchase the service?
Region settings that cause the service to be unavailable in your area.
Why is my AI Security Protection only available for viewing (introduction only) and not for purchase?
Why AI Security Protection shows only an introduction instead of purchase options.
Device & Binding
Why does the device prompt that it does not support video cloud storage?
Manufacturer settings determine whether a device supports cloud storage.
Why did my active cloud storage service suddenly disappear or still prompt me to purchase?
Service disappears due to family changes or incorrect device binding.
Why does purchasing video cloud storage for another device result in renewing the service for a device that has already been subscribed to?
Purchases applied to the wrong device when buying multi-channel packages.
Can user view previous video data of a device after I canceled the cloud storage service for the device and the user purchased the cloud storage service for the device again?
Access to previous cloud data is tied to the original account and device binding.
Data & Recording
Will the video and photo data in the cloud be retained after canceling the cloud storage service?
Data is deleted according to the service agreement after canceling.
Will my video data on the cloud be deleted after the cloud storage service expires?
Data deletion schedule after the service package expires.
Why are many of my camera videos not stored on the cloud?
Event packages upload only on changes; continuous recording requires an SD card.
How does the video cloud storage service ensure privacy and security?
Encryption for stored data, transmission, and SD card content.