[{"chat_unique_id":"e2d716c95eb7b4ae3fd5f47bff52f7e3","chat_history":"Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I subscribed 5 cameras yesterday. one of them still shows expired\nHuman Agent: Hi my name is Wendy. Which camera shows expired? What is the name or device ID?\nCustomer: I purchased a subscription for 4 cams and then one additional cam 5 minutes later. only 4 cams renewed. when I check status, one cam is still showing expired\nCustomer: I will look it up\nHuman Agent: okay thanks\nCustomer: bld C patio was renewed yesterday but still showed expired\nHuman Agent: okay one moment let me check\nHuman Agent: It may take me a few minutes, please wait\nCustomer: ok\nHuman Agent: ZMD17H4IF906709 Bld C patio shows offline -is the camera unplugged?\nCustomer: no, it was working an hour ago\nCustomer: can you see the renewal payment on this camera just yesterday?\nHuman Agent: okay yes I see it goes offline/online. Yes I see it but I am not sure why the camera didn't take the plan. I am checking with my supervisor but it may be a few minutes.\nCustomer: ok\nHuman Agent: are you at the location with this camera right now?\nCustomer: no\nHuman Agent: ok\nHuman Agent: I have turned the cloud plan on camera ZMD17H4IF906709. However the camera is currently offline. The camera will start recording as soon as it goes back online.\nCustomer: ok, thank you, I have another request\nHuman Agent: sure\nHuman Agent: What is the question?\nCustomer: I have just dded a couple of new cameras due to their quit working. they still have cloud subscription until 4/25/25. How do I transfer those subscriptions to another camera?\nHuman Agent: Which cameras stopped working? what are the names or the device IDs?\nCustomer: bld f quit and has subscription remaining. I would like to transfer to red maple 2 camera\nHuman Agent: Let me check how this one is subscribed, one moment\nCustomer: expires 4/25/25\nHuman Agent: I could cancel the cloud plan on camera ZMD15ISI4230036 Bld F\t then move the remaining cloud time to ZMD17H4IF905070 red maple2 -would you like me to do this for you?\nCustomer: yes , please make sure the exp date is 4/25/25\nHuman Agent: The expiration date would be Apr 28, 2025. One moment I will cancel the plan, then move the time over to maple 2\nHuman Agent: Cloud plan on camera ZMD15ISI4230036 Bld F has been cancelled then remaining cloud time has been moved to ZMD17H4IF905070 red maple2. You will have the 7-day cloud plan on maple2 until it expires on Apr 28 2025.\nCustomer: ok, then one more. bld D (expires on the same day) cancel plan and move time to red maple !\nHuman Agent: okay one moment\nHuman Agent: You want the remaining time moved to red maple 1 right?\nCustomer: yes please\nHuman Agent: ok one moment\nHuman Agent: cloud plan on camera ZMD17L8IH800889 Bld D has been cancelled, the remaining cloud time moved to ZMD17H4IF906697 red maple 1. You will have the 7-day cloud plan on red maple 1 until it expires on Apr 28, 2025.\nCustomer: thank you, can I/ you delete these old cameras we just removed the cloud service from?\nHuman Agent: You are wanting cameras ZMD15ISI4230036 Bld F & ZMD17L8IH800889 Bld D deleted from your account?\nCustomer: yes\nHuman Agent: Sure just a moment\nHuman Agent: ZMD15ISI4230036 & ZMD17L8IH800889 have been removed from your account.\nCustomer: thank you too much! I would have preferred to talk to an agent on the phone. Is that available?\nHuman Agent: If you refresh the screen or log out and back in again you should no longer see these 2 cameras on your account.\n\nI can send you an invite to schedule a callback if you would like.\nCustomer: no, I was looking for that option in the future. thank you\nCustomer: one last question\nHuman Agent: just contact us on live chat (ask for an AGENT) then ask the agent to send an invite to schedule a callback.\nHuman Agent: Live chat agents are available M-F 9am-12pm CST and 1pm-6pm CST\nHuman Agent: Sure what is the question?\nCustomer: can I sort the cameras in a preferred order on my phone?\nHuman Agent: On the phone app tap on \"Settings\" across from \"My devices\"\nHuman Agent: Tap on \"sort\" at the top of the screen tap and hold the 3 lines next to each camera to arrange them then tap on \"save\nCustomer: ok. one last thing. I have shared some cameras and the camera names don't match. can I rename cameras and have the new names show op on my shared accounts?\nHuman Agent: I'm not sure if the new names will show on the shared account. One moment let me check\nHuman Agent: The new name will not automatically be sent to the shared account. You would need to turn off sharing or have that person delete the cameras from the shared account then re-share the camera after the name has been changed.\nCustomer: ok. thank you. could you schedule me an agent call back for this time tomorrow?\nHuman Agent: I just sent you an invite so you can schedule the callback","score":0.81794596},{"chat_unique_id":"9fdc2555aa2e4b38a98348b19c209e32","chat_history":"Customer: Add new camara\nCustomer: Represent \nCustomer: Represented \nCustomer: Hi ok\nHuman Agent: How can I assist you?\nCustomer: Thank you, i have a new camara, i want add but i can't. \nI scanned Qr but nothing\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes\nCustomer: Id: ZK8-BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. The Device ID should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: Zmd58A9IH501700\nHuman Agent: Thank you. It looks like the camera is already connected to your Wi-Fi network. You will want to try to add the camera to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Yes i did, but dont work\nHuman Agent: Lets try it again and if it does not find the camera, let me know what you see on the app when you try.\nCustomer: Ok i right back\nCustomer: Is working, thank you\nHuman Agent: You're welcome.\nCustomer: So now i want add this camera in my group\nCustomer: Right now this group have 4 cameras, \nA question, i can add one more (this camera)?\nHuman Agent: You can tap on Settings next to My Devices. Then tap on the group and tap on Edit Group. Then you can select the camera and tap on Save.\nCustomer: Ok\nCustomer: Ok.\nThe other question. \nThe pictures this camera are recording in my nvr?\nHuman Agent: You would want to check the NVR to see if the camera is connected to the NVR. You can tap on Live for the NVR or you can connect the NVR to a monitor to see which cameras are connected to the NVR.\nCustomer: Ok tks\nHuman Agent: You're welcome.\nCustomer: Sorry , one more question. \nHow i can do put the order the cameras?\nHuman Agent: To change the order of the cameras on your NVR, you would need to go to the settings on the NVR directly. You would click on the Main Menu button at the bottom left of the screen and click on Device Management. Then you can delete the cameras from the channels on the NVR and then reconnect them in the channel you want to connect them to.","score":0.79650104},{"chat_unique_id":"2118f3d26b73596ff1c13dd35c80b955","chat_history":"Customer: Hi - my two NVR\u2019s are not showing up in my app. Could you please reinstate? \nCustomer: Could I have an expert like last time please?\nCustomer: Could I have some one from your Customer Support team please \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. This is a new account that was just created today so it seems you may be logged into a different account. What is the ID of one of your NVRs? It would be on a sticker on the bottom and often starts with 14, 15, or ZMD. \nCustomer: Hi Dillon - 14GHE9209846\nCustomer: Sorry 24GHE9209746\nHuman Agent: This does not show up in our system. Would you be able to send a picture?\nCustomer: D/static_file/d277e20120_1_20241001151350.jpg\nHuman Agent: Thanks. It seems to be ZMD14GHE9209746. This is not bound to any account. Did you delete your old account? \nCustomer: D/static_file/61b256768c_1_20241001151505.jpg\nHuman Agent: 14BR10KK002607G is also not bound to another account. It seems you have either deleted your old account or removed both cameras from the old account. Want me to go ahead and add them to this account then?\nCustomer: Yes - I could not log in anymore because it kept saying that my password was too long so I created another account. Yes please - could you add these to the new account?\nHuman Agent: Okay, they have been added. If you do not immediately see them on the home page of the app you can pull down to refresh. \nCustomer: Thank you so much! My husband also has this app on his phone. Does he log out and log in with my details now?\nHuman Agent: Yes, if you want to have the same access, he could log in using your same account. \nCustomer: Was there a change to how long the password could be? I was using the same password but kept getting the message that the password must be between 8 and 15 characters long (ours was longer than that)\nHuman Agent: Yes, though that change was I believe over a year ago or something of that nature. \nCustomer: Thank you! Much appreciated!\nHuman Agent: No problem. \nHuman Agent: Is there anything else I can help you with for now?\nCustomer: Am I able to rearrange the camera views ? Or is it just however it is?\nHuman Agent: That can only be done from the NVRs directly when they are connected to a monitor. To do so, you can go to device management, turn off the auto add option, and then note which cameras are which, delete them out, then add them back in the order you would like. \nCustomer: Ok thank you! Thank you for all of your help \ud83d\ude0a. \nHuman Agent: No problem, have a good day!","score":0.75199765}]
